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Inspection Summary


Overall summary & rating

Good

Updated 17 November 2018

YOU-CAS Limited is a domiciliary care agency. It provides personal care to people living in their own homes. At the time of this inspection six people received the service.

Not everyone using YOU-CAS Limited receives regulated activity; CQC only inspects the service being received by people provided with 'personal care'; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

At the last inspection we identified that management systems in the service were not effective and this had resulted in a breach of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 relating to record keeping and governance of the service. The service was rated as requires improvement in relation to the question: is the service safe? And Is well led? And was rated good for is the service caring, is the service responsive and is the service effective? At that inspection the service received a rating of requires improvement overall.

Following the last inspection, we asked the provider to complete an action plan to show what they would do and by when to improve the key questions is the service safe? Is the service effective? Is the service responsive? And is the service well led? to at least good. We received an action as requested 10 November 2017.

The aim of this inspection was to carry out a comprehensive review of the service and to follow up on the requirement notice that were made at the previous inspection in August 2017. At this inspection we found that improvements had been made, and that the regulations had been complied with.

This announced inspection site visit activity started 10 September 2018 and ended 14 September 2018. It included visiting the registered location (the office) to see the registered manager, staff and to review records, policies and procedures. We visited people in their own homes with the member of staff providing their care on 10 September 2018.

There was a registered manager for the service. 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.

People told us that staff were professional, caring and friendly, treating them as individuals and respecting their wishes regarding care. Without exception they said that staff understood and provided the care and support they needed.

People’s care and support was planned proactively in partnership with them and, where appropriate, their families and representatives. Staff had a good understanding of people's care plans, which were thorough but straightforward to follow.

Staff understood the need to gain consent and followed legislation designed to protect people's rights and freedoms.

Medicines were managed safely.

Risks to individuals were assessed and monitored. When incidents took place, the registered manager reflected on the events to ensure learning was embedded for future practice.

Appropriate checks were made before staff started to work to make sure they were suitable to work with people.

Staff told us they felt supported in their roles and had received training that provided them with the necessary knowledge and skills.

There was a complaints policy in place which people felt comfortable using if they had concerns.

Management and quality assurance systems had been implemented to monitor the quality of care and support that people received.

Inspection areas

Safe

Good

Updated 17 November 2018

The service was safe.

People were supported by sufficient, safely recruited staff with the right skills and knowledge to meet their individual needs.

Risks to people’s safety were assessed and managed effectively.

Medicines were managed and administered safely.

Effective

Good

Updated 17 November 2018

The service was effective.

Staff had the knowledge necessary to deliver the care to people as they expected and needed.

Staff benefitted from training, induction and programme of supervision, which helped staff remain effective.

Staff understood the need to gain consent and followed legislation designed to protect people's rights and freedoms.

Caring

Good

Updated 17 November 2018

The service was caring.

People received care from staff who cared about them and liked and respected them. Staff developed relationships with people and took the time to get to know them individually.

People and their relatives were listened to and felt involved in making decisions about their day to day care.

Responsive

Good

Updated 17 November 2018

The service was responsive.

People told us they received personalised care from staff who understood their care needs well.

The service was flexible and responsive to changes in people's needs.

Concerns and complaints were investigated and responded to in good time by the provider.

Well-led

Good

Updated 17 November 2018

The service was well led.

The provider had created a positive, open and supportive culture which placed staff and people at the heart of the service.

Staff felt well supported by the management team and felt comfortable to raise concerns if needed and felt confident they would be listened to.