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Esteem Homecare Services Requires improvement

The provider of this service changed - see old profile

Inspection Summary


Overall summary & rating

Requires improvement

Updated 12 September 2019

About the service

Esteem Homecare Services provides domiciliary care services to people living in their own homes in Middlesbrough and the surrounding area. At the time of inspection 14 people were using the service and all received support with personal care.

People’s experience of using this service and what we found

Improvements had been made to the management of medicines and the management of risks since the last inspection. However, further progress was required to ensure these areas were robustly managed. Medicine and care file audits were undertaken. However, quality assurance processes did not include analysis of incidents, accidents, safeguarding and complaints to identify and address any patterns and themes.

People told us they were well supported by the staff team and that staff were very kind and caring. Staff knew how to safeguard people from abuse.

Recruitment practices reduced the risk of unsuitable staff being employed. However, we identified only telephone, rather than written references were on record. We have made a recommendation about recruitment procedures.

People had their care and support needs met by sufficient numbers of suitably trained staff. Staff were supported through regular supervision and team meetings.

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 knew how to protect people’s privacy and dignity and promote their independence. People’s choices and wishes were recorded and acted upon. Where assessed as a need some people were supported to access the community.

People and relatives knew how to complain if needed. Feedback from people and relevant others was sought and acted upon.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection and update

The last rating for this service was requires improvement (published 18 August 2018) and there was a breach of regulation related to good governance. Since this rating was awarded the service has moved premises. We have used the previous rating requires improvement to inform our planning and decisions about the rating at this inspection. The service remains rated requires improvement. This service has been rated requires improvement for the last three consecutive inspections.

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will meet with the provider following this report being published to discuss how they will make changes to ensure they improve their rating to at least good. We will work with the 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.

Inspection areas

Safe

Requires improvement

Updated 12 September 2019

The service was not always safe.

Details are in our safe findings below.

Effective

Good

Updated 12 September 2019

The service was effective.

Details are in our safe findings below.

Caring

Good

Updated 12 September 2019

The service was caring.

Details are in our safe findings below.

Responsive

Good

Updated 12 September 2019

The service was responsive.

Details are in our safe findings below.

Well-led

Requires improvement

Updated 12 September 2019

The service was not always well-led.

Details are in our safe findings below.