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Duty of Care 24-7 Ltd Requires improvement

Inspection Summary


Overall summary & rating

Requires improvement

Updated 21 June 2019

About the service: Duty of Care 24-7 Ltd is a domiciliary care agency supporting people with their mental health and personal care needs. At the time of inspection, five people were receiving support with their personal care. Not everyone using the service receives a 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.

People’s experience of using this service:

People’s experiences of the service were positive. However, the systems that were in place to ensure and review if the service provided good quality care required improving. Improvements were required to the auditing of the service, to review the quality of care people received. Effective auditing systems were not in place and there were no opportunities for people to review the service they received.

Staff did not know how to report safeguarding concerns to an external agency and improvements were also required to the recruitment procedures of new staff. Whilst training had improved since the last inspection, further improvements were required to ensure staff understood people’s specific care needs, particularly in relation people’s mental health needs.

We found improvements were required to people’s care plans to ensure they provided enough guidance to staff about supporting people with their care and achieving their goals. There were no plans in place to ensure people were given the opportunity to discuss end of life care.

People told us staff treated them well and respected their decisions. People were involved in decisions about their care and staff were knowledgeable about people’s preferences. The service was flexible to meet the changing needs of people that used the service and staff were respectful of people and their needs.

We have made a recommendation for the provider to provide staff with training about the specific mental health care needs of people using the service.

Rating at last inspection: Requires Improvement (published 13 June 2018). At the last inspection, there was a breach of Regulation 18: Staffing of the Health and Social Care Act 2018 (Regulated Activities) Regulations 2014 (Part 3). At this inspection we found improvements had been made and the service was no longer in breach of this regulation. However, this is the third inspection that the service has been rated as Requires Improvement and the CQC will be working with the provider to review how the required improvements can be made and sustained.

Why we inspected: This was a planned inspection based on the rating at the last inspection.

Enforcement: We found the provider to be in breach of one of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 (Part 3), Regulation 17: Good governance.

Follow up: The provider will be instructed to provide an action plan and we will be meeting with the provider to review how they can make the required changes to achieve and sustain a Good rating.

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

Inspection areas

Safe

Good

Updated 21 June 2019

The service was safe.

Details are in our Safe findings below.

Effective

Requires improvement

Updated 21 June 2019

The service was not always effective.

Details are in our Effective findings below.

Caring

Good

Updated 21 June 2019

The service was caring

Details are in our Caring findings below.

Responsive

Requires improvement

Updated 21 June 2019

The service was not always responsive.

Details are in our Responsive findings below.

Well-led

Requires improvement

Updated 21 June 2019

The service was not always well-led.

Details are in our Well-Led findings below.