We undertook an announced inspection of Cura Care Limited on 17 July 2017.
Cura Care Limited provides personal care and support services to people living in their own homes, including older people with dementia. At the time of our inspection the service provided support to 35 people.
At the previous inspection on 21 July 2015 we found that the service was meeting all the quality standards and was rated "Good". At this inspection (2017) we found the service continued to provide good quality care to the people it served.
At the time of the inspection, the service had a registered manager. 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.
Cura Care Limited provided good care to people. People were supported by caring staff at all times but especially with regard to their relationships with people and going above and beyond the strict boundaries of the agreed care plan. We saw numerous examples where the care staff and managers went "the extra mile" for people and heard from people's experience that this made them feel that they mattered.
People and their relatives felt they received a good service. Feedback from people was positive throughout. People felt that they were with a care provider they could trust and feel safe with. People liked their care workers and felt they were kind, caring and polite. They told us their needs were met and the way in which they were cared for reflected their preferences. People were involved in planning and reviewing their own care.
People felt safe and received care and support from staff who were appropriately recruited and trained. People received personalised care in accordance with care plans which included risk assessments and instructions on how people preferred their care to be given. Staff were trained in, and aware of, policies and procedures designed to keep people safe, including safeguarding people from abuse and the management of medicines. There were systems in place to guide staff in reporting any concerns.
Staff received appropriate training and support to ensure they had the right knowledge and skills to effectively meet people’s needs. The registered manager monitored staff training to ensure their existing knowledge and skills remained up to date. Staff received supervision and attended team meetings which included people’s care as part of the discussions. Staff adhered to the Mental Capacity Act 2005 code of practice.
People were supported to eat healthily where this was part of the agreed plan of care. In addition, care staff brought any concerns regarding nutrition or fluid intake to the attention of the manager so that they could be raised with relatives if necessary. People received the support they needed to stay healthy and to access healthcare services. Staff were knowledgeable about the signs and symptoms to look out for that indicated a person’s health may be deteriorating.
Staff were caring and treated people with dignity and respect. People had built caring relationships with staff and were encouraged to make their own choices and maintain their independence. Staff supported people in a way that suited people’s needs and preferences.
People received support that was responsive to their individual needs. People, and where appropriate, their families, were involved in planning the care and support they received. Each person had a care plan which was personalised and up to date. Care Plans set out how people’s specific care and support needs should be met by staff. Staff regularly discussed people’s needs to identify if the level of support they required had changed, and care plans were updated accordingly.
The agency was appropriately managed and there were systems in place to monitor the quality of service. Audits and checks were carried out, including spot checks (unannounced visits to people whilst staff were carrying out their work). The provider had an open and transparent culture and worked with people, their relatives and other organisations in an open way so that people received good quality care. People felt comfortable raising any issues they had about the provider. The service had arrangements in place to deal with people’s concerns and complaints appropriately.
The provider also routinely gathered feedback from people using the service, their relatives and staff. This was used to continually assess, monitor and improve the quality of the service they provided. Records were up to date and appropriately maintained.