We carried out a review of the data available to us about Say Care Limited on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Say Care Limited, you can give feedback on this service.
Say Care Limited is a domiciliary care agency registered to provide personal care for people who require this due to old age, illness or disability. Not 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. At the time of the inspection the agency was providing care for 18 people.
People’s experience of using this service and what we found
People were supported by caring, well trained staff that had been subject to a thorough recruitment and induction process. There were sufficient numbers of consistent staff available to meet people's needs.
Staff supported people safety and risks to people were assessed, managed and monitored. People received their medicines as prescribed and infection control risks were managed effectively.
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, their relatives and staff felt confident to raise any concerns with the management team. Evidence was seen of action being taken in response to concerns, to improve the care of people being supported by the service.
The management team kept in regular contact with people by visiting them in their homes, checking if they were happy with the service they received and if any changes were needed.
The management team were open and transparent. They understood their regulatory responsibilities. A quality assurance system was in place to continually assess, monitor and improve the service. The service worked well with other partners, organisations and commissioners.
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 27 March 2020).
Why we inspected
This was a planned inspection based on the previous rating. We undertook a focused inspection to review the key questions of safe and well-led only.
We reviewed the information we held about the service. No areas of concern were identified in the other key questions. We therefore did not inspect them. Ratings from previous comprehensive inspections for those key questions were used in calculating the overall rating at this inspection.
You can read the report from our last comprehensive inspection, by selecting the 'all reports' link for Say Care Limited on our website at www.cqc.org.uk.
The overall rating for the service has changed from requires improvement to good. This is based on the findings at this inspection.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.
Say Care Limited is domiciliary care agency which provides support and personal care to people living in their own home. Not everyone using Say Care Limited received a regulated activity; CQC only inspects the service being received by people provided with 'personal care'; help with tasks related to personal hygiene and eating. Where they do, we also take into account any wider social care provided. At the time of our inspection 32 people were receiving a regulated activity from the service.
People’s experience of using this service and what we found
People were supported by staff who knew how to prevent and manage risks and keep them safe from avoidable harm. However, at the time of the inspection recruitment practices were not always robust. This was immediately addressed.
Systems to monitor the quality and safety of care delivered were not always robust to allow timely actions to be taken.
There were sufficient numbers of consistent staff available to meet people’s needs. People received continuity of personal care and support from staff who arrived on time for their scheduled visits and were familiar with their needs and wishes. People received their medicines as they were prescribed. The service's arrangements for controlling infection remained effective.
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.
Staff received some training to give them the skills to support people with their needs. The registered manager was in the process of ensured all staff training was updated in a timely way. People were supported to maintain a nutritionally well-balanced diet, where required and to access health and social care professionals if needed. The registered manager worked in close partnership with health and social care professionals and agencies to plan and deliver people's packages of care and support.
People told us they remained happy with the home care service they received from Say Care Limited and were positive about all aspects of the service. All the people and relatives we spoke with praised the staff and registered manager for their kind, respectful and supportive approach. People were encouraged and supported to remain independent.
Some people’s care plans contained inconsistencies in the amount of person-centred information that was recorded, however the registered manager was able to demonstrate that this was being addressed. Care staff demonstrated they knew people well and understood their likes, dislikes and preferences. People were encouraged to make decisions about the care and support they received and had their choices respected. People were confident that if they raised any issues, concerns or complaints these would be dealt with effectively by the registered manager.
People and their relatives felt the management team were open, approachable and supportive. They were responsive to feedback from people, staff and professionals and acted to make improvements in the service.
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 21 August 2017).
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.
Say Care Limited provides personal care and support to people living in their own homes. At the time of the inspection the agency was providing a personal care service to 23 people with a variety of care needs, including people living with physical care needs and memory loss.
Say Care Limited had two registered managers in place who were also the owners of the company. The registered managers jointly shared the responsibility of the running of the service. 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.
We received positive feedback from people about the service. People who used the service expressed great satisfaction and spoke very highly of the staff and registered managers. All the people and family members we spoke to said they would recommend the service to others.
People and their families told us they felt safe and trusted the staff who supported them. Staff understood their safeguarding responsibilities and knew how to prevent, identify and report abuse. Risks relating to the health and support needs of the people and the environment in which they lived were assessed and managed effectively.
Safe recruitment practices were followed and appropriate checks were undertaken, which helped make sure only suitable staff were employed to care for people in their own homes. There were sufficient numbers of care staff to maintain the schedule of visits.
Staff were knowledgeable and received appropriate training to support people. They completed an induction programme and were appropriately supported in their work by the registered managers. Medicines were given safely by staff where required, who were suitably trained.
People who used the service felt they were treated with kindness and said their privacy and dignity was respected. Staff knew the people they provided care to well and understood their physical and social needs. Staff were able to describe how to meet people’s needs effectively. Staff supported people to access healthcare professionals when needed.
Staff, and the registered managers, knew how legislation designed to protect people's rights
affected their work. They always asked for consent from people before providing care.
People and when appropriate their families were involved in discussions about their care planning and given the opportunity to provide feedback on the service. They were also supported to raise complaints should they wish to.
People and their families told us they felt the service was well-led and were positive about the registered managers who understood the responsibilities of their role. Staff were aware of the registered managers vision and values and how they related to their work.