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Raza Homecare Limited Requires improvement

Reports


Inspection carried out on 13 August 2019

During a routine inspection

About the service: Raza Homecare Limited is a domiciliary care agency and registered for ‘personal care’. The service provides personal care to older people who may be living with dementia and have physical disabilities. At the time of inspection, 11 out of 13 adults were receiving support with personal care from this service.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

People’s experience of using this service:

People’s risk management plans lacked information regarding the potential risks to people to help staff determine and mitigate the impact of these risks. This was a breach of regulation 12 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.

Quality assurance processes in place were not sufficient enough to monitor the service delivery. This was a breach of regulation 17 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.

Staff were not always supported to update their knowledge and skills in all areas required for their role. We have made a recommendation about this.

Although interview notes were not available to view, records showed that staff were required to undertake pre-employment checks before they started working with people. People’s care plans were not always person-centred to guide staff on how people wanted to be supported. The management team told us that these areas of concern will be addressed immediately. We will check their progress at our next comprehensive inspection.

Staff had knowledge and skills to support people from potential harm and abuse. People received their medicines in line with their prescriptions. Systems were in place to ensure hygienic care for people. Any incidents and accidents taking place were recorded and monitored to ensure safe care delivery.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. People had support to attend their health appointments when needed. Staff assisted people with their meal preparations as necessary.

People felt that staff attended to their needs with care and compassion and were respectful towards their privacy. Staff supported people in the decision-making process. Personal information about people was kept safely.

People had the necessary assistance to meet their health and communication needs. Any concerns people had were discussed and addressed by the staff team in good time. Policies and procedures were in place to guide staff on how to support people at the end of life stages should the service received a referral.

The management team was involved in the service delivery and shared responsibilities to ensure good care for people. People and their relatives provided feedback on how they valued the service. Staff had support on the job to ensure they performed their duties well.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection- The overall rating for the service has changed from good to requires improvement. The last rating for this service was good (published 31 March 2017).

Why we inspected- This was a planned inspection based on the previous rating.

Follow up- You can see what action we have asked the provider to take at the end of this full report.

Inspection carried out on 3 March 2017

During a routine inspection

This inspection took place on 3 March 2017 and was announced. The provider was given 48 hours' notice because the location provides a domiciliary care service and we needed to ensure there would be someone available at the office. This was the first inspection of this service since they registered with the Care Quality Commission (CQC) on 25 July 2016.

Raza Homecare Care provides personal care and support to people in their own homes. People who use the service have a variety of needs and, include older people and people with physical disabilities. There were 10 people using the service at the time of our inspection.

The service had a registered manager. A registered manager is a person who has registered with the CQC 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 registered manager ensured risks to people were mitigated by assessing risks and putting suitable management plans in place for staff to follow. People were involved in the risk assessment and care planning process. Risk assessments and care plans were reviewed regularly to ensure information in them remained current and reliable for staff to follow.

Care workers understood how to keep people safe and how to respond if they suspected people were being abused. Care workers received training in this to help increase their understanding about how to care for people appropriately.

The provider managed people’s medicines safely and had a clear policy to only provide care to people who required minimal support with medicines, such as prompting to reduce the risk of errors occurring.

There were enough care workers deployed to meet people’s needs. Care workers received the right support to carry out their roles through effective induction, support and supervision. The registered manager carried out various checks of staff’s suitability to work at the service, including criminal records, previous employment and identity checks before recruiting them. Some people reported a communication barrier with some staff and the registered manager was aware of, and looking into this to improve communication.

A suitable complaints policy was in place and people were confident the registered manager would respond appropriately if they had cause to complain.

The registered manager and staff were aware of their responsibilities in supporting people in line with the Mental Capacity Act 2005. People received appropriate support to meet their needs including their health care needs and needs associated with eating and drinking.

Care workers were caring and treated people with dignity and respect and knew the people they were supporting well. People’s preferences were recorded in their care plans and staff understood this information and provided care to people in line with it. People were involved in making decisions about their own care.

The provider had a range of systems to monitor and assess the quality of the service including gathering and acting on the views of people who used the service and care workers. The registered manager encouraged open communication with people and care workers.