Archived: Content Care Limited

At our previous comprehensive inspection undertaken on 09 March 2017 the service was rated requires improvement. This was because we found that people's medicines were not always safely managed and people's risk assessments had not always been reviewed regularly, or when their needs changed. In addition, systems in place to monitor the quality and safety of the service were still in the process of being implemented and had not been embedded into staff practice. We also found that policies were not always in place to guide staff to carry out their roles. For example, there was no policy or procedure in place for staff to follow when handling people's money for planned shopping.

The provider sent us an action plan that outlined how they would make improvements.

At this inspection on 25 and 26 July 2018 we found improvements had been made and the service was rated as good.

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It provides a service to older adults and younger disabled adults.

Content Care provides a personal care service to people who live in their own homes that includes, support with taking medicines, personal care, meal preparation, respite care and home from hospital care. At the time of our inspection the service was supporting 19 people.

Not everyone using Content Care received the regulated activity; personal care. The Care Quality Commission (CQC) only inspects the service received by people provided with personal care, help with tasks related to personal hygiene and eating. Where they did, we also took into account any wider social care provided. Of the 19-people using the service, eight were receiving personal care.

Although the service did not have a registered manager, there was a new manager in post who had taken over from the previous registered manager. They were in the process of registering with the Care Quality Commission. 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 and associated Regulations about how the service is run.

People received safe care. Staff had been provided with safeguarding training to enable them to recognise signs and symptoms of abuse and how to report them. There were detailed risk management plans in place to protect and promote people’s safety. Staffing numbers were appropriate to keep people safe and the registered provider followed thorough recruitment procedures to ensure staff employed were suitable for their role.

People’s medicines were managed safely and in line with best practice guidelines. Systems were in place to ensure that people were protected by the prevention and control of infection. There were arrangements in place for the service to make sure that action was taken and lessons learned when things went wrong, to improve safety across the service

People’s needs and choices were assessed and their care provided in line with their preferences. Staff received an induction process when they first commenced work at the service and received on-going training to ensure they were able to provide care based on current practice when supporting people.

People received support to eat and drink where required. People were supported to use and access a wide variety of other services and social care professionals. They were supported to access health appointments when required, including opticians and doctors, to make sure they received continuing healthcare to meet their needs. People's consent was gained before any care was provided. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service support this practice.

People received care that was person centred and met their needs. They had developed positive relationship with the staff who understood their likes and dislikes. Staff were kind, caring and treated people with dignity and respect.

People were listened to, their views were acknowledged and acted upon and care and support was delivered in the way that people chose and preferred. Records showed that people and their relatives were involved in the care planning process. There was a complaints procedure in place to enable people to raise complaints about the service.

Staff felt supported and valued and said they were able to discuss any issues or concerns. There were systems in place to monitor the quality of the care provided and to ensure the values; aims and objectives of the service were met. People had the opportunity to be involved in how the service was run. They were asked for their opinions of the service on a regular basis. This was through visits to people's homes and through the use of surveys.

There was not a registered manager in post at the time of our inspection. The manager was in the process of applying to become the registered manager. 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 manager had identified areas that required improvement and had an action plan they were following to ensure that people’s risk assessments and care plans were being updated to reflect their current needs.

People received all of their care at the times they had agreed. However, there were not enough care staff to provide their care and supervisors were providing care, which took them away from their role of updating people’s care plans and managing people’s medicines.

The provider had increased their advertising for new care staff but this was proving difficult due to the rural location. The provider had plans to monitor the quality of the service in the near future.

People received care staff that had an understanding of people’s support needs and had the skills and knowledge to meet them. Staff received updates to their training and regular supervisions. Staff were clear about their roles and responsibilities in caring for people and received regular support from the manager.

People had positive relationships with staff. Staff understood their role in safeguarding people and they knew how to report concerns.

People were actively involved in decisions about their care and support needs. There were formal systems in place to assess people’s capacity for decision making under the Mental Capacity Act 2005. Staff provided people with information to enable them to make an informed decision and encouraged people to make their own choices.

Staff were aware of the importance of managing complaints promptly and in line with the provider’s policy. Staff and people were confident that if they had any concerns they would be listened to and any concerns would be addressed.