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Care Select Requires improvement

This service was previously registered at a different address - see old profile

Inspection Summary


Overall summary & rating

Requires improvement

Updated 3 April 2020

About the service

The service is a domiciliary care agency which provides personal care to people living in their own homes. At the time of this inspection there were 42 people using the 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 and what we found

There were shortfalls in the leadership and management of the service which exposed people to the risk of harm. There was an audit system in place, but these quality checks had not been effective enough to fully identify and address concerns found on this inspection. The registered provider had made organisational changes and a new manager was due to start at the service. They spoke to us about the changes they planned to make to ensure that oversight was more robust.

Improvements were needed to ensure the safety of the service. This included the improvements to the management of medicines and the safe recruitment of staff. The specific risks people faced were not always fully recorded. Relatives felt their family members were safe receiving support from staff, who knew them well.

People were supported by trained staff who provided a reliable, person-centred service. Staff were kind and respectful towards people and their families and people's privacy and dignity were upheld. People's

independence was encouraged, and they were involved in decision making.

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 used to support people to make decisions were not recorded appropriately and we have made a recommendation in respect of this.

Complaints were not always recognised and responded to. However, there was a good working relationship between people who used the service, their relatives and the staff.

There was collaborative working with external professionals to ensure people got any extra support they needed. The service was changed as required to meet people's varying needs and wishes. We made a recommendation regarding addressing people’s specific communication needs.

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

Rating at last inspection (and update)

The last rating for this service was good (published 24 October 2018). The overall rating for the service has changed from good to requires improvement. This is based on the findings at this inspection.

Why we inspected

This was a planned inspection based on the previous rating.

Enforcement

We have four identified breaches in relation to the safe management of medicines and risk, safe recruitment and overall management of the service.

Please see the action we have told the provider to take at the end of this report.

The provider had failed to notify the Commission about incidents they are required to do by law. This is a breach of regulation. Full information about CQC's regulatory response to this is added to reports after the processes outside inspection have been concluded.

Follow up

We will meet with the provider following this report being published to discuss how they will make changes to ensure they improve their rating to at least good. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas

Safe

Requires improvement

Updated 3 April 2020

The service was not always safe.

Details are in our safe findings below.

Effective

Good

Updated 3 April 2020

The service was effective.

Details are in our effective findings below.

Caring

Good

Updated 3 April 2020

The service was caring.

Details are in our caring findings below.

Responsive

Requires improvement

Updated 3 April 2020

The service was not fully responsive.

Details are in our responsive findings below.

Well-led

Requires improvement

Updated 3 April 2020

The service was not always well led.

Details are in our well led findings below.