9 January 2018
During a routine inspection
Goldcare Professionals provides personal care and support to older people in their own homes in the Keynsham and Saltford area. At the time of our inspection there were 37 people receiving personal care and support from the service.
A registered manager was in post at the time of our inspection. 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 service was not consistently safe as medicines records were not always sufficiently detailed. Guidance was not always in place of how to manage identified risks to people. Environmental risk assessments were in place but required further details. The service did not have a business continuity plan in place.
Quality audits were not in place to effectively monitor and improve the quality the service. Staff had not received supervision in line with the provider’s policy or regular team meetings. Staff were knowledgeable about identifying and reporting and safeguarding concerns. However, these had not always been reported to the Commission as required.
Staff were supported and developed in their role by an induction to the service and training. People were supported with their health needs and any concerns noted prompted actions to be taken. Staff supported people as directed in meeting people’s nutritional and hydration requirements.
People spoke positively about the kind and caring staff at the service. People had developed good relationships with staff and staff knew people well. Care and support was received as scheduled and people were informed of any changes.
Care plans were person centred and were reviewed regularly with people. People were involved with any changes made. The service was flexible and adaptable to people’s changing needs.
People and relatives felt comfortable in raising any issues and these were always dealt with promptly and to people’s satisfaction. The provider ensured information was effectively communicated to people and staff through emails, phone and text.
There was a positive staff culture, staff worked as part of a team and felt valued. People, relatives and staff commented positively on the registered manager and the caring approach of the organisation.
We found one breach of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 and one breach of the Care Quality Commission (Registration) Regulations 2009. You can see what action we told the provider to take at the back of this report.