Updated 2 March 2019
The inspection:
• We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
Inspection team:
• The inspection team consisted of two inspectors and an expert-by-experience. An expert-by-experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type:
• Concept Care Solutions is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community.
• 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:
• Our inspection was announced.
• The provider was given 48 hours’ notice because the location provides a domiciliary care service and we needed to be sure that someone would be in.
• Our inspection process commenced on 30 January 2019 and concluded on 31 January 2019. It included visiting the service's office and telephoning people who used the service and their relatives. We visited the office location on 30 January 2019 to see the registered manager and office staff, and to review care records and policies and procedures. We telephoned six people who used the service and nine relatives on 30 January 2019 and concluded on 31 January 2019.
What we did:
• Our inspection was informed by evidence we already held about the service. We also checked for feedback we received from members of the public and the local authority. We checked records held by Companies House.
• We asked the service to complete a Provider Information Return. This is information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make. The Provider Information Return was due to be completed by 8 February 2018.
• We spoke with six people who used the service and nine relatives.
• We spoke with the registered manager, the field supervisor, the care coordinator, and eight care workers.
• We reviewed six people's care records, five staff personnel files, staff training documents, and other records about the management of the service.
• We requested additional evidence to be sent to us after our inspection. This was received and the information was used as part of our inspection.