Background to this inspection
Updated
14 November 2019
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
The inspection was carried out by one inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
The service had a manager registered with the Care Quality Commission. This means that they and the provider, who in this case was the registered manager, are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave the service 72 working hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 25 October 2019 and ended on 30 October 2019. We visited the office location on 29 October 2019.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and a health professional who worked with the service.
The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.
We used all of this information to plan our inspection.
During the inspection
We spoke with five people who used the service and two relatives about their experience of the care provided. We spoke with five members of staff including the registered manager, who is also the provider, the lead quality assurance officer and three care workers.
We reviewed a range of records. This included two people’s care records and medication records. We looked at two staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We looked at training data and other quality assurance records.
Updated
14 November 2019
About the service
Caring First Homecare Limited is a domiciliary care agency that provides care and support to people living in their own homes. At the time of this inspection the service was providing support to 23 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
Outstanding management of the service had resulted in people receiving a high-quality service. An exceptionally open, caring and supportive culture had been nurtured which benefited those that used the service, their relatives and staff.
The management team lead by example, were knowledgeable, adaptable and especially kind and considerate. The controlled growth of the service meant staff had time to get to know people well and meet their needs in a person-centred and unhurried manner. All the people we spoke with told us they would recommend the service and were exceptionally happy with the level of care they received.
The robust quality monitoring system, and the responsive and open nature of the service, ensured any issues were identified and rectified swiftly. Complaints and incidents were seen as opportunities to better improve the service people received, an emphasis the registered manager was passionate about. All staff fully embodied the service’s values which put the people who used the service at its heart. The people who used the service, their relatives and staff were empowered to voice their opinions and contribute to the direction of the service.
Staff were robustly recruited and matched to those they supported. The service invested in its staff and understood the benefits for those people who used the service if they were cared for by staff who felt valued and cared for. Staff received a vigorous induction, ongoing training, very regular support in all forms and their competency to perform their role was regularly assessed by qualified and experienced staff.
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’s likes, preferences and wishes were met in an individualised manner and there was a strong focus on assisting people to remain as independent as possible. People told us staff were always professional, respectful and considerate of their dignity.
Risks had been identified and actions taken to minimise them. Incidents and accidents were analysed to help prevent future occurrences. Staff had good knowledge of safeguarding and policies helped protect people from avoidable harm. People received their medicines a prescribed and had support to access healthcare as required. Their nutritional needs were met and working practices helped to prevent and control infections. People’s needs were regularly reviewed, and care adapted to meet them.
People spoke very positively about the service and the staff that supported them. Staff felt incredibly supported and had confidence in the management team who they described as, “Wonderful”, “Fantastic” and, “Generous.” The registered manager demonstrated determination to ensure people received the very best care possible and that their staff felt encouraged, cared for and valued.
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 (report published 24 April 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.