Background to this inspection
Updated
21 November 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. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
One inspector undertook this inspection.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats
The service had a manager registered with the Care Quality Commission. This means that 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
This inspection was announced. We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the registered manager would be in the office to support the inspection.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections.
During the inspection
We met the registered manager at the office location on the 19 September 2019. We looked at the care records for three people who used the service, and three staff recruitment, training and support records. We also reviewed records of safeguarding adults, complaints, incidents, accidents and quality monitoring.
After the inspection
We telephoned and attempted to speak with six people or their representatives. We were successful at speaking with one people who used the service and two relatives of other people. We also telephoned and spoke with three care workers and a senior care worker.
Updated
21 November 2019
About the service
Pro Support Re-enablement Care Agency Limited provides care at home to people. They provide the regulated service of personal care to older people some of whom are living with dementia and may have physical disabilities or sensory impairment. At the time of our inspection 9 people were receiving a service from the agency.
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
People had person centred care plans that outlined how they wanted their care to be provided. Information in the plans was mainly good and detailed for staff guidance. The registered manager also risk assessed to mitigate the risk of harm to people. However, on some occasions information was incorrect or omitted and this meant staff might not have all the information they require to offer a good service to the person. This had not been identified and addressed during care record audits.
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.
The registered manager and care workers supported people to access appropriate health and social care for their well-being.
People and relatives spoke positively about the care workers. They described them as caring and told us they usually arrived on time and communicated well with people. Relatives were pleased they had a consistent staff team and felt this was a strength the service provided.
The provider followed a safe recruitment process and training and support was provided to staff to help them to undertake their role. The registered manager undertook spot checks to ensure staff maintained good practice and spoke with people and relatives to get their feedback. People, relatives and staff found the registered manager approachable and responsive when they raised concerns.
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 requires improvement (published on 24 September 2019). At that inspection we found three breaches of the regulations in person centred care, safe care and treatment and good governance.
The provider completed an action plan after the last inspection to show what they would do and by when to improve.
At this inspection not enough improvement had been made. The provider was still in breach of the regulations regarding person centred care and good governance. This was because omissions and misinformation in care plans had not been identified and addressed through the audit processes.
Why we inspected
This was a planned inspection based on the previous rating
We found no evidence during this inspection that people were at risk of harm
Please see the sections of this full report.
Follow up
We will request an action plan for the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.