Archived: Glaze Compassionate Care

Updated 16 March 2017

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection took place on 30 January 2017 and was announced. The provider was given 48 hours’ notice because the location provides a domiciliary care service. We wanted to arrange home visits to people who used the service and to ensure staff were available to speak with us. The inspection was carried out by one inspector.

We checked the information we held about the service and provider. This included statutory notifications that the provider had sent to us about important events at the service and information we had received from the public. On this occasion, we had not asked the provide to submit a provider information return (PIR). The PIR is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. However, we gave the provider the opportunity to share information they felt was relevant with us.

We visited two people who used the service and their relatives to gain their feedback on the care they received. We spoke with the provider, the registered manager and four care staff. We reviewed records held at the service’s office, which included two people’s care records to see how their care and treatment was planned and delivered. We reviewed three staff files to see how staff were recruited, trained and supported to deliver care appropriate to meet each person’s needs. We looked at the systems the provider had in place to ensure the quality of the service was continuously monitored and reviewed to drive improvement.

Updated 16 March 2017

We inspected this service on 30 January 2017. This was an announced inspection and we telephoned 48 hours’ prior to our inspection in order to arrange home visits with people who use the service. This was the first inspection of the service. The provider was not operating from the address registered with us as required and following our inspection have submitted an application to meet the requirements of their registration with us.

Glaze Compassionate Care provides personal care and support to people living in their own homes in Burntwood and the surrounding areas. At the time of our visit, five people were receiving a service. There was a registered manager at 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. The registered manager was not at the service on the day of the inspection. We met with the provider and telephoned the registered manager after the inspection.

The provider needed to develop their quality monitoring systems to ensure that actions could be put in place to drive improvement. People were confident any complaints they raised would be acted on. However, the provider needed to introduce a system to record and monitor any concerns or complaints raised to ensure they were thoroughly investigated and improvements made where needed.

People felt safe when supported by staff and looked forward to their visits. People’s needs were assessed and staff had information on how to manage any identified risks. Staff recognised their responsibilities to protect people from abuse and were confident the manager would take action if they raised any concerns. There were sufficient, suitably recruited staff available to meet people's needs. Staff were trained and supported meet people’s individual needs.

People were involved in decisions about how they received their care. Staff sought people’s consent before providing care and understood their responsibilities to support people to make their own decisions. Staff knew people well and provided care and support that met people’s individual preferences.

Staff had caring relationships with people, respected their privacy and dignity and promoted their independence. Staff encouraged people to eat and drink sufficient to maintain good health and ensured they were referred to health care professionals if their needs changed. Relatives were involved with people’s care and support and were kept informed of people’s changing needs People received their medicine and were supported to apply any creams when needed.

We found a breach of the Care Quality Commission (Registration) Regulations 2009 (Part 4) Regulation 15, Notice of changes. You can see what action we told the provider to take at the back of the full version of the report.

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