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Precious Support Services Good

Reports


Inspection carried out on 7 August 2019

During a routine inspection

About the service

Precious Support Services is registered to provide personal care to people living in their own homes, including older people who have a physical disability or people living with dementia.

At the time of our visit the agency supported 46 people. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is to help with tasks related to personal hygiene and eating. Where they do provider personal care, staff also consider any wider social care provided. The agency supported 39 people who received personal care. Some people who received personal care required support 24 hours a day as a ‘live in’ service, while other people received support at pre-arranged times. Care calls were a minimum 30 minutes.

People’s experience of using this service and what we found

People and relatives were very complimentary about the support they received. A typical comment was, “We can’t fault them.”

People felt safe with care staff who supported them in their own homes. Relatives said staff were respectful of people’s environment, personal belongings and how they wanted their care provided. Staff knew how to protect people’s safety and welfare. Care staff were trained in safeguarding adults and staff understood how to protect people from abuse and poor practice.

The providers recruitment processes continued to recruit staff with the right attitudes and values. There were enough staff to ensure people’s care calls were completed on time and for the right amount of time, by a consistent staff team who knew people’s needs and routines.

Safe procedures to manage people's medicines and to prevent the risk of infection were understood and followed by staff. Regular checks ensured potential risks or errors were kept to a minimum.

People and their relatives made decisions about their care and were supported by staff who understood and followed the principles of the Mental Capacity Act 2005. 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 described staff as thoughtful, kind, caring and respectful. People felt comfortable when they received support because staff respected their individual rights to privacy, dignity as well as promoting their independence.

Care plans were personalised to support the person centred care the registered manager described was fundamental to their service. Some care plans we reviewed needed updating to ensure staff continued to provide the care people needed.

People were in control of how their care was delivered and ongoing reviews ensured it remained what people needed. Staff got to know people well, especially their individual routines and preferences.

The provider’s governance systems were operated and managed effectively to ensure good care outcomes for people that continued to meet their needs. Daily records and medicines records completed in people’s homes were regularly checked so any issues could be addressed without delay.

There was an experienced registered manager who was also the owner/provider. The registered manager and office staff team provided strong support to people they cared for and to their staff team. The registered manager was committed to providing a good quality service to people. It was evident they followed their own philosophy which was to ‘stay small because we know everyone’. People, relatives and staff found the management team open, approachable and responsive and they trusted the provider.

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 1 February 2017).

Why we inspected

This was a planned and announced inspection based on the rating at the last inspection. The previous ‘good’ ser

Inspection carried out on 23 January 2017

During a routine inspection

This inspection took place on 23 January 2017 and 30 January 2017 and was announced.

The registered provider, Precious Support Services Limited is a domiciliary care agency which provides support and care to adults with a physical disability or mental health difficulties in their own home. The majority of people receiving a service lived alone, whilst others lived with family members or shared accommodation with live in carers. At the time of our inspection, the agency was providing personal care to 76 people.

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.

People told us they felt safe and comfortable with the care workers employed to meet their needs. Care workers knew their responsibilities to protect people from the risk of abuse and received training to assist them. People's legal rights were protected and care workers ensured people's right to make decisions were respected. We found people were supported with their medication by care workers who were trained and assessed as competent to give medicines safely and as prescribed.

The provider conducted risk assessments which identified specific risks for each person and gave guidance to care workers about how they could assist people in a way which promoted their independence and choice. Assessments were reviewed regularly so staff had accurate information to refer to.

The provider’s rota system was flexible enough to ensure care workers could safely meet people's needs at the times they agreed. People and their relatives told us they enjoyed the time they spent with their care workers and were confident care workers had the skills and training to undertake the care being provided.

The provider had a clear system for employing new staff and ensured pre-employment checks were conducted prior to staff starting work to confirm workers could be safely employed. Care workers we spoke with confirmed they had not been able to work until relevant employment checks had been completed.

People were able to make choices about the way their care was provided and were supported to do so. Care plans focussed on the individual care and support needs of the person, and copies were stored securely at the main office and where appropriate at people’s homes. Care workers were responsive to people's needs and where people's needs changed they ensured office staff were informed so care plans were adjusted to reflect the change. We found the care plans provided details about people’s preferred methods of communication, favourite activities and personal choices and that these preferences were known to the care workers.

People had access to health professionals when needed and the provider advocated on behalf of people to ensure appropriate health care was provided. People and their relatives knew what to do if they had any concerns about their care, and the provider responded positively to any issues or complaints raised.

The Care workers we spoke with felt senior management were supportive and confirmed they had regular one to one meetings, appraisals and team meetings. Staff had access to training and professional development and a system was in place to ensure training was up to date. Care workers received training on mental capacity and demonstrated an understanding and worked within, the principals of the Mental Capacity Act (2005).

We found the provider had systems to assess, monitor and improve the quality of the service and obtained feedback on the service provided. Care workers were given responsibility and were involved in the day to day running of the service. They felt able to make suggestions about how the service could improve. We also found the views