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Celtic Care Services Ltd (Swindon) Good

Inspection Summary


Overall summary & rating

Good

Updated 18 October 2017

We inspected Celtic Care Services Ltd (Swindon) on 27 September 2017. Celtic Care Services are a Domiciliary Care Agency (DCA) registered to provide personal care in people’s own homes. At the time of our visit 42 people received personal care.

At our last inspection on 23 August 2016 we found the systems to monitor and improve the quality of the service provided were not always effective. There was also a lack of evidence that the registered manager ensured people's feedback was acted upon. Additionally people did not always receive effective care due to communication barriers they experienced with the staff. We also found not all risks to people had been fully assessed and recorded and staff did not have enough guidance on how to support people with administration of prescribed medicines. This resulted in two breaches of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. After our inspection the provider sent us details of how they would meet their legal requirements relating to these breaches.

At this inspection we found the above issues had been addressed. The provider appointed a new designated registered manager for the Swindon branch. The registered manager ensured the processes to monitor the quality of the service were in place and effective. We found the registered manager assessed, monitored and mitigated risks relating to people’s health, safety and welfare. The provider introduced a new system to manage the administration of medicines and people received their medicines as prescribed. People’s feedback reflected they no longer experienced communication barriers with the staff. The registered manager ensured staff literacy skills had been assessed as a part of the recruitment process.

People told us they felt safe with the service. People were supported by sufficient and regular staff that knew them well. There were systems in place to plan and monitor care visits and manage the risk of late and missed visits. The registered manager followed safe recruitment process that ensured staff’s suitability to work with vulnerable people was checked and they were safe to work with people. Staff understood their responsibilities to identify and report any concerns relating to safeguarding vulnerable people. People were cared for by staff that received training suitable to their roles and were well supported.

The Care Quality Commission (CQC) is required by law to monitor the operation of the Mental Capacity Act 2005 (MCA) and report on what we find. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. The systems in the service supported this practice.

People were supported to meet their nutritional needs. People’s care plans outlined people’s dietary preferences and staff assisted people with preparing their meals when required. People were supported to access health professionals as needed.

People complimented the caring nature of staff. People told us staff were knowledgeable about their needs. People valued the relationships they had developed with staff. Staff were positive about their work and told us they enjoyed working with people. People’s dignity, privacy and confidentiality were respected.

People's needs were assessed prior to commencement of the service to ensure these could be met. People's care records were up to date and contained details of people's personal preferences, wishes and support required. People told us they received support that met their needs and complimented the responsiveness of the service. The provider’s complaints policy was available to people and concerns and complaints were managed appropriately. People’s feedback about the service was sought and acted upon if needed.

There was a positive and open culture at the service. The new registered manager implemented a number of quality assurance systems and they had an on-going action plan to ensure continuous development o

Inspection areas

Safe

Good

Updated 18 October 2017

The service was safe.

Risks to people’s safety and well-being were assessed and recorded.

People received their medicines as prescribed.

Staff were aware of their responsibilities to keep people safe and free from abuse.

There were enough staff to keep people safe.

Effective

Good

Updated 18 October 2017

The service was effective.

Staff received sufficient training and were well supported in their roles.

People were supported in line with the Mental Capacity Act (MCA) 2005.

People were supported to meet their nutritional needs and access health services.

Caring

Good

Updated 18 October 2017

The service was caring.

People told us staff were kind and compassionate.

People’s dignity and privacy was respected.

People’s confidentiality was respected.

People were supported to be as independent as possible.

Responsive

Good

Updated 18 October 2017

The service was responsive.

People told us they received the support that met their needs.

People’s care plans outlined the level of care they needed.

Concerns and complaints were managed well.

Well-led

Good

Updated 18 October 2017

The service was well-led.

The registered manager had processes to monitor and assess the quality of service and an on-going service improvement plan.

Staff were aware of the whistleblowing policy and were confident how to report concerns outside the organisation if needed.

A positive approach and an open and transparent culture was demonstrated by the registered manager and the staff.