A Class Care Limited provides personal care to adults living in their own homes in Cambridgeshire, Norfolk and Suffolk. It provides a service, including a 'live in' care workers service (this means that there are staff supporting people 24 hours a day, seven days a week) to both older and younger adults. 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. At the time of this inspection, 44 people received the regulated activity, personal care.
People’s experience of using this service and what we found
People and relatives praised the care and support provided. The management team had a clear vision of providing good care and support that enabled people to live and receive care in their own homes.
People felt safe receiving the service. The provider had processes in place to minimise the risk of abuse and avoidable harm. Staff had received training and were confident to recognise and report any concerns. People received their medicines at the right times.
The provider continued to operate a robust recruitment process. Staff had the time to ensure they met people’s needs safely, and in a way that suited them. People received care from staff who were trained and well supported. The service sought additional training and support from external care professionals when people had a specific health condition or care need. This ensured people received the care and support they needed.
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 supported this practice. People were involved in making decisions about their care and support. Staff supported people to express their views and consulted them about all aspects of their care.
The registered manager and staff were caring and provided people’s care in a person-centred way. Staff were kind, and treated people with dignity and respect.
People’s care plans were personalised and provided staff with comprehensive guidance on how to meet people's needs. Staff reviewed people’s needs regularly, involving relevant people.
Systems were in place to deal with any concerns or complaints. Senior staff thoroughly investigated any complaints, responded to the complainant and took action to reduce the risk of recurrence where appropriate.
The directors constantly reviewed the service provided. Information was gathered from a range of sources and reviewed to identify any trends and lessons learnt were cascaded to staff. They were forward thinking and looked for ways to improve the service.
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 (the last report was published 30 March 2018).
Why we inspected
The inspection was prompted in part due to concerns received about the level of care provided and the level of training and supervision staff received. A decision was made for us to inspect and examine those risks.
We found no evidence during this inspection that people were at risk of harm from this concern. Please see the effective, responsive, and well-led sections of this full report.
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.