Background to this inspection
Updated
2 October 2019
The inspection:
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
Inspection team:
The inspection was carried out by one inspector.
Service and service type:
Personalized Homecare limited provides personal care to people living in their own houses and flats and provides a service to older adults.
The service had a manager registered with the Care Quality Commission. This means they and the provider are legally responsible for how the service is run, and for the quality and safety of the care provided.
Notice of inspection:
The inspection was announced. We gave the provider 48 hours’ notice because the location provides a domiciliary care service and we needed to be sure someone was available. The inspection started on 16 September 2019 by visiting the office location to review records, policies and procedures. We made telephone calls to people using the service and staff members on 17th September 2019.
What we did:
We looked at information received from the provider, such as statutory notifications about events the provider must notify us about. We also reviewed feedback from other professionals who work with the service. We took all the information into account when we inspected the service and making the judgements in this report.
During our inspection we spoke with one person using the service, three relatives of people using the service, one care staff, the deputy manager, and the registered manager. We reviewed the care records for three people using the service, and other records relating to the management oversight of the service. These included staff recruitment files, staff training and supervision records, policies and procedures, surveys and feedback from people who used the service and quality assurance audits.
Updated
2 October 2019
About the service:
Personalized Homecare limited is a domiciliary care agency. It provides personal care to 7 seven people living in their own homes.
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 and relatives we spoke with told us they felt safe care was delivered by staff. Staff had a good understanding of safeguarding procedures and how to report abuse.
Medication was administered safely, and records kept were accurate.
Risk assessments were in place to manage risks within people’s lives. These assessments were reviewed and kept up to date.
Staff recruitment procedures ensured that appropriate pre-employment checks were carried out.
People told us that staff arrived on time, and they received the consistent support they required.
Staff were trained to support people effectively.
Staff were supervised and felt confident in their roles.
When required, people were supported by staff to prepare food.
When required, people had support with healthcare arrangements..
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.
Staff treated people with kindness, dignity and respect and spent time getting to know them.
People were supported in the least restrictive way possible.
Care was personalised to each individual, and people and their relatives had a good relationship with staff.
People and their family were involved in their own care planning as much as was possible.
A complaints system was in place and was used effectively.
The registered manager was open and honest, and worked in partnership with outside agencies to improve people’s support when required.
Audits took place which were effective at finding fault, and appropriate actions were taken.
The service had a registered manager in place, and staff felt well supported by them.
Rating at last inspection:
The last rating for this service was good (published 14 June 2017)
Why we inspected:
This was a planned comprehensive inspection
Follow up:
We will continue to monitor intelligence we receive about the service until we return to visit as per our inspection programme. If any concerning information is received, we may inspect sooner.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk