Archived: Jakaranda Home Care Solutions Ltd

Jakaranda Home Care Solutions Limited is a domiciliary care agency providing personal care to four people at the time of the inspection. Everyone who used the service received personal care. 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

Risks to people were not always assessed. Robust recruitment checks had not been carried out with all staff to ensure they were suitable to work with vulnerable people. Whilst training was in place, there were gaps and it was inconsistent amongst the staff group. Some systems to monitor the safety and quality of the service required improvement.

People told us they felt safe and were happy with the support they received for their medicines. Personal protective equipment was used when required. 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. People and relatives told us staff had the appropriate skills and knowledge to meet their needs. Staff worked with other healthcare professionals when appropriate. People were supported with meals and drinks when required.

People received care that respected their privacy and dignity and were supported by kind and caring staff. People were included in care plan reviews and staff supported people to make choices about their care. The provider had a complaints process and people felt confident to raise any concerns. Records held personalised information about people and staff knew people's preferences with regards to their care.

Staff felt supported by management and received regular supervision. The provider sought the views of people through surveys and carried out spot checks to monitor the care delivered. People and relatives were happy with how the service was managed and gave positive feedback.

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 requires improvement (published 23 January 2019). The service remains rated requires improvement.

Why we inspected

This was a planned inspection based on the previous rating.

Enforcement

We have identified breaches in relation to Regulation 19, ensuring fit and proper people are employed and Regulation 17 ensuring there is good governance, at this inspection.

Please see the action we have told the provider to take at the end of this report.

Follow up

We will request an action plan for the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to adults.

There was a registered manager in place who had registered in June 2015, who was also the registered provider. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People told us they felt the service was safe. People were supported by regular, familiar staff and received their calls on time. Although people told us they received appropriate support including with medicines and equipment use, systems and processes were not robust to ensure people would always receive safe support. Gaps in people’s medicines records had not been identified and risk assessments were not always in place in relation to people’s equipment use.

People told us they were happy with the support they received. People were supported by staff who received relevant guidance for their roles. People were supported to access healthcare services when needed to help promote their health. People were supported to have maximum choice and control of their lives and were supported in the least restrictive ways possible.

People told us staff were kind and caring. People were supported to express their views and decisions about their care. People told us they felt treated with care and respect. People’s independence and dignity were promoted.

People gave us consistently positive feedback about the service and confirmed they received the support they needed. Systems were in place to help ensure people’s needs and wishes would be gathered and met. There was a process in place to support people and relatives to complain if they needed to. People told us they would feel comfortable complaining about the service, but that they had not needed to.

The registered manager regularly provided care in addition to their management role, along with a director of the service. This helped the registered manager oversee the quality of the service. Whilst we received consistently positive feedback about the quality and safety of the service from people, relatives and professionals, we often found systems and processes were not in place to ensure this would be consistently maintained. Improvements were required to systems and processes to ensure the continued safety and quality of people’s care. We have made a recommendation about this.