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Inspection carried out on 7 February 2020

During a routine inspection

About the service

Teapot Home Care is a domiciliary care agency providing personal care. At the time of the inspection they were supporting 21 people.

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.

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

People told us they felt safe and well cared for. Staff knew how to keep people safe from harm and when to raise any concerns they may have had. Sufficient numbers of appropriately recruited staff were available to meet people's needs. Risks to people's health and welfare were identified and actions taken. People received their prescribed medicines safely from staff who were appropriately trained. Staff followed the provider's infection control policy and used the appropriate protective equipment and clothing, when required.

Staff felt supported by management and received appropriate training to carry out their role. When people required support from the service an assessment was carried out, and care was provided in line with recognised good practise. People were supported to access health care services when required. Where people needed help with eating and drinking staff assisted them with this.

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 were cared for by a staff team who treated them with kindness and respect. People were involved in developing their care and their views and wishes were respected. People said staff respected their privacy, dignity and confidentiality. Staff demonstrated a passionate and enthusiastic approach to caring for people and had formed meaningful relationships which people valued.

People were given enough information to make their own decisions and were given choices and support to follow their routines. People and relatives felt able to raise concerns or complaints and were confident these would be responded to.

The service had an open, honest and positive culture with transparent management and leadership. Quality assurance systems were in place and were being developed further to help monitor the quality of the service and identify any areas which might require improvement. Staff told us they enjoyed working at the service and that they were well supported by the management team.

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 10 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.

Inspection carried out on 28 June 2017

During a routine inspection

This inspection was carried out on 28 June and 4 July 2017 and was announced. This was the service's first inspection since registering with the Care Quality Commission in March 2015.

Teapot Home Care Ltd provides personal care and support for people living in their own homes. At the time of the inspection 20 people were being supported by the service.

The service had a manager who was registered with the Care Quality Commission (CQC). A registered manager is a person who has registered with the CQC 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 and associated Regulations about how the service is run.

All the feedback received from people and their relatives was without exception positive saying that the registered manager and all the staff went over and above in all aspects of their care. Each person said they felt secure and happy with the excellent care they received.

The staff demonstrated a good knowledge of people's care needs, people important for them and significant events in their lives. Staff were also knowledgeable about people`s daily routines and preferences. Staff understood safeguarding procedures and explained how they would protect people if they had any concerns.

There was a strong emphasis on providing care which focused on the individual. People were supported to plan their support and they received a service that was based on their personal needs and wishes. The service was flexible and responded positively to changes in people’s needs.

People felt consulted and listened to about how their care was delivered.

People told us the service was well-led and that the culture of the service was about ensuring a high standard of care for each person. Care staff told us they enjoyed working for the service, they received good training and felt very well supported.

The registered manager led their team by example, showing strong, inclusive leadership that focused on enhancing the service and creating positive outcomes for people. There were systems in place to monitor the quality of the service.