Background to this inspection
Updated
18 January 2020
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
The inspection was carried out by two inspectors. An Expert by Experience is a person who has personal experience of using services or caring for someone who uses this type of care service.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 14 October 2019 and concluded on 18 October 2019. The activity included telephone calls to people using the service between 14 and 16 October 2019. We visited the office on 17 October 2019 and contacted staff on 18 October 2019.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. We used all of this information to plan our inspection.
During the inspection
We spoke with eight people who use the service, four relatives, six care assistants, the Registered Manager and the Training & Service Delivery Manager.
We looked at records at the service including the Statement of Purpose, accident and incident logs, compliments and complaints files, team meeting minutes, staff supervision records and a training matrix. We reviewed the care plans of three people with varying care requirements. We reviewed four staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We reviewed individualised client-specific training materials for complex clients, case studies and quality assurance records. We made contact with three additional care assistants who were unavailable to speak with us on the day of the inspection visit.
Updated
18 January 2020
About the service
Pure Homecare is a domiciliary care service providing personal care to 34 people aged 18 and over at the time of the inspection.
CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.
People’s experience of using this service and what we found
The service was committed to providing exceptional person-centred care. People spoke highly of the support provided by care staff. Staff went above and beyond to ensure people led enriched lives and received individualised care and support. The management team were fully committed to continuous professional development of staff. Staff were recruited and trained with consideration of people’s diverse cultural and communication needs.
People, their families and staff worked collaboratively to develop detailed support plans that reflected the wishes and preferences of the person using the service. Advanced online computer systems were in place to update support plans in ‘real time’ as required. People and their families had access to online computer systems that allowed them to review all aspects of the care provided, including detailed records of tasks completed during care calls, carer profiles, medications, care planning documents and risk assessments.
Staff training was developed in partnership with people, their families and other professionals. Client-specific training was developed for people with multiple medical or psychological conditions, learning disabilities or a combination of conditions. People, their families, professionals and staff caring for the person all attended the training together. This ensured that everyone involved understood the needs of the person and their preferred way of receiving support. People, their relatives and staff told us they found this bespoke training informative and said it accurately reflected the individual receiving support.
The service employed a nurse to enable work with people with complex medical conditions. The nurse had clinical oversight of people’s cases, provided practical training and supervision for staff providing their care and helped to develop training packages for the service.
People told us they felt safe using the service. People felt the management team at the service was approachable and would respond to any issues or concerns raised. People told us the staff were well-trained to perform the assigned tasks. People appreciated having consistency of staff and described having good relationships with their care staff. People described their care staff as ‘gentle,’ ‘respectful,’ and ‘polite.’
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was Good (published 19 April 2017).
Why we inspected
This was a planned inspection based on the previous rating.