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Full Care Solutions Limited Requires improvement

Inspection Summary


Overall summary & rating

Requires improvement

Updated 11 December 2018

The inspection took place on 7 and 9 November 2018 and was announced.

Full Care Solutions is registered to provide personal care to people in their own homes. Full Care Solutions is a domiciliary care agency and provides personal care to people living in their own homes. At the time of this inspection visit, 13 people received personal care.

There was a registered manager in post. 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.

This was the first inspection since registering with the Care Quality Commission. At this inspection we found people did not receive a service that was always safe or well led.

People did not always receive medicines that were important to them. The systems did not always allow for staff to administer the range of medicines that may be required. Staff did not feel confident that the online medicines training was sufficient to give them confidence to always administer medicines safely. Records did not provide an accurate depiction of what had taken place and what medicines had been administered.

Governance systems provided the registered manager with an overview of areas such as care records, medicine records and call times. However, actions were not always taken in a timely manner to address potential issues.

Staff felt they had access to training and were supervised and supported in their roles. Staff did not feel all training was sufficient to enable them to do their roles safely.

People felt safe using the service and staff understood how to protect people from abuse and harm. There were procedures to keep people safe and manage identified risks to people’s care.

People had detailed assessments of their health and social care needs before they used the service. Care plans contained detailed information to enable staff to provide people with the appropriate care and support for their needs. People’s care needs were regularly reviewed. The registered manager maintained contact with people, or their relatives, to check the care provided was what people needed and expected. People and their relatives told us staff were reliable and stayed for the time needed. People were treated with dignity and respect.

The provider’s recruitment process for new staff, included checks to ensure that they were suitable to support people who used the service.

People knew how to complain and there was a system to log and action any complaints or concerns that people had raised.

The principles of the Mental Capacity Act (MCA) were followed by staff. People’s decisions and choices were respected, and people felt involved in their care. People were supported to have choice and control of their lives and staff sought permission before assisting them.

Inspection areas

Safe

Requires improvement

Updated 11 December 2018

The service was not always safe.

Medicine systems did not always allow for people to receive all their prescribed medicines. Records did not provide accurate details of what care and support a person had received. People were protected from abuse by staff that understood about safeguarding.

Effective

Good

Updated 11 December 2018

The service was effective.

Staff had training that was appropriate to their roles.

Staff understood the principles of the Mental Capacity Act 2005 and supported people to make their own decisions. People were supported to maintain their health and staff involved and worked with other health professionals in people’s care when required.

Caring

Good

Updated 11 December 2018

The service was caring.

Staff were kind and caring in how they supported people and people were treated with dignity and respect.

Responsive

Good

Updated 11 December 2018

he service remains responsive.

Support was personalised and tailored to people’s choices and needs. Care records included clear information and guidance for staff. There was a system for people to make a complaint or raise concerns.

Well-led

Requires improvement

Updated 11 December 2018

The service was not always well led.

The provider had systems to monitor and review the quality of service people received. Improvement is needed on how areas of concern related to record keeping and medicines are identified and dealt with.

Staff felt well supported in their roles.