Archived: Kare Plus National

Updated 22 April 2017

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection took place on 15 and 16 March 2017 and was announced. The provider was given 48 hours’ notice because the location provides domiciliary care services; we needed to be sure that someone would be in. The inspection was undertaken 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 use this type of service.

Before our inspection, we reviewed the information we held about the service. The provider completed a Provider Information Return (PIR). This is a document that CQC asks providers to complete to give some key information about the service. The PIR tells us how they are meeting the standards and about any improvements they plan to make. We looked at statutory notifications we had received, which are notifications the provider must send us to inform us of certain events such as allegations of abuse or serious injuries. We also contacted the local authority service commissioners and the safeguarding team for information they held about the service. We used this information to help us to plan the inspection.

During the inspection we spoke with five people who use the service and 12 relatives. We also spoke with four members of care staff, a care co-ordinator, the operations manager and the newly appointed service manager. We reviewed a range of records about how people received their care and how the service was managed. These included four people’s care records, medicines administration records (MARS) three staff files and records relating to the management of the service. For example, quality checks and complaints.

Updated 22 April 2017

This inspection was announced and took place on 15 and 16 March 2017. Kareplus provides personal care to people living in their own homes or in a supported living environment. At the time of our inspection the service was supporting 37 people. This was the services first inspection since they registered with us.

There was not a registered manager in post at the time of the 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 provider had appointed a new manager who was in post at the time of the inspection and told us they intended to make the necessary application to register themselves.

People mostly received their medicines as prescribed, however two people had experienced times when medicines had not been given at the appropriate times. Medicines recording practices were not always safe, however the manager had identified this and was making the required improvements. People mostly received their calls on time, however they were not always advised when staff were running late. People were supported by sufficient numbers of staff to ensure their safety and needs were met. Staff were safely recruited and people told us they felt safe when receiving support from them. Staff understood people’s risks and how to manage them.

Staff received an induction to their role and the manager had identified staff ongoing training needs and had implemented a plan to refresh staff training. People were asked for their consent before care and support was provided. People who were supported by staff to prepare and cook meals were provided with choices, and staff were aware of people’s specific dietary requirements. People were supported to access healthcare professionals if required.

People told us staff were kind and caring and staff treated them with respect. People were encouraged to make day to day decisions about their care and support. Staff promoted people’s privacy and dignity and encouraged their independence.

People were supported by staff who understood their needs and preferences. People and their relatives were involved in the planning and review of their care. People’s changing care needs were assessed and staff were told when people’s needs changed. People knew how to raise a concern or complaint and there was a system in place to ensure complaints were appropriately managed.

People and their relatives told us the management of the service was improving. The manager had completed an audit of the service which had identified the concerns we found during the inspection. The manager had made good progress in improving the service. Opportunities for people and their relatives to provide feedback had improved. Staff understood their responsibilities and felt supported in their roles. The provider was appropriately notifying us of events they are required to do so by law, such as allegations of abuse.