Leicester

Updated 19 February 2020

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

This inspection was carried out by one inspector.

Service and service type

This service is a domiciliary care agency.

It provides personal care to people living in their own homes. The service had a manager registered with the Care Quality Commission. This means that they and the provider 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 48 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.

The inspection started on 28th November 2019 and ended on 9th December 2019, after we visited the registered office.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. This included notifications. Notifications are changes, events or incidents that providers must tell us about. We sought feedback from the local authority who work with the service and Healthwatch. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England. We used all of this information to plan our inspection. 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.

During the inspection

We spoke with three people who used the service and one relative about their experience of the care provided. We also spoke with five members of staff, which included the registered manager, regional manager, and three care staff. We also spoke with a professional that has worked with the service. We reviewed a range of records. This included three people’s care records and medication records. We looked at three staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including audits, and policies and procedures were also reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at training data.

Updated 19 February 2020

About the service

Leicester is a domiciliary care service providing personal care to people living in their own homes.

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 the inspection there were 11 people using the service.

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

Systems and processes were in place to assess and monitor the quality of care provided. The registered manager was aware of their legal responsibilities and notified the Care Quality Commission as required. Improved communication and systems ensured the views of people, relatives and staff were sought. The management team shared information and learning with the staff team when things went wrong.

All staff completed an induction and training for their role. Staff received further training to increase their knowledge and awareness about specific health conditions which affect people. Staff followed procedures which included safeguarding adults, health and safety and infection control and prevention. Staff were supervised, and their practices were checked to ensure they provided care people needed.

People told us they felt safe. Risk to people had been assessed and reviewed. Care plans provided staff with guidance to meet their needs safely. People were supported to maintain good health, were supported with their medicines and had accessed health care services when needed. Where assessed, staff prepared food and drink to meet people’s dietary needs and requirements.

People were supported by regular reliable staff who knew them and their needs well, which promoted continuity of care. The staff recruitment process ensured staff were suitable and safe to work with vulnerable people. Staff knew how to report concerns when people’s safety and wellbeing was at risk.

People made decisions about their care which were documented in their care plans and respected by 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 were supported by kind and caring staff who they trusted and had built positive relationships with. People’s privacy, dignity and independence was promoted. People were supported by staff who were committed to non-discriminatory practices. People’s communication needs were met and understood by staff.

People received person centred care. The management team and staff had a good understanding of people’s needs and their individual preferences. Care plans were personalised and took account of people’s lifestyle interests and their cultural needs. Staff worked flexibly to enable people to maintain their independence and contact with family and the wider community friends.

Everyone we spoke with felt the management team were approachable and responsive. People were confident complaints would be listened to and acted on. People’s views about the service were sought individually and through surveys.

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 (22nd June 2017).

Why we inspected

This was a planned inspection based on the previous rating.