G&P Healthcare Limited

Updated 14 December 2021

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

The inspection was carried out by one inspector, a medicines inspector and one Expert-by-Experience. An Expert-by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

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 two managers registered with the Care Quality Commission, one responsible for adult care and one responsible for paediatric care. 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 was a smaller service operating during the pandemic and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 16 August by reviewing documentary evidence, speaking with relatives and staff. We visited the office location on the 9 November 2021 and reviewed further evidence up until 16 November 2021.

What we did before inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. 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. We used all of this information to plan our inspection.

During the inspection

Not everyone who used the service, communicated verbally or wished to speak on the telephone, therefore we spoke with seven relatives about their experience of the care provided. We spoke with seven members of staff including the provider, registered manager, team leader and four support workers.

We reviewed a range of records. This included five people’s care records and five medicines records. We looked at five staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures, training data and quality assurance records were reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at training data and quality assurance records.

Updated 14 December 2021

About the service

G&P Healthcare Limited is a domiciliary care service delivering care and support to people in their own homes. It delivers services to adults, children and young people.

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

Everyone complimented and highly praised the staff team and gave examples of the outstanding care that was delivered. One relative said, “The staff really seem to understand, it is more than a job for them, they are handpicked” and “The staff are great with the whole family. I was terrified about having people in the house but as well as being great carers my kids love them too.”

People were extremely well-cared for. Staff knew the people they were supporting very well and care was provided with exceptional patience and kindness. The service went to great lengths to ensure people's privacy and dignity were always respected.

Staff were highly trained, knowledgeable and passionate about the service giving people the very best experience they could. People told us they were highly appreciative of the support provided to them. A relative commented, “Their communication round the rota and the staff being so well trained are the best points. I didn’t think I would ever cope with [Name] being out of hospital and having carers looking after them, but it is brilliant, it works really well.”

Robust systems were in place to ensure care was extremely person-centred and to make sure people were at the heart of the service. This vision was driven by the exceptional leadership of the registered managers. Staff consistently told us, “It’s the best care organisation I’ve worked for.” A professional commented, “I deal with a few care firms with my clients and I have never come across another one as good as this.”

Care was completely centred and tailored to each individual. Risk assessments were in place and they identified current risks to the person as well as ways for staff to minimise or appropriately manage those risks, including for positive risk taking.

The service was very flexible and adapted to people's changing needs and desires, enabling positive outcomes for all people. Records were very well-personalised, up-to-date and accurately reflected people's care and support needs. Effective systems were in place to identify what each person wanted to achieve, and how best to support them to do this. There was clear evidence of collaborative working and excellent communication with other professionals to help meet people's needs.

People were encouraged and supported to lead as fulfilled a life as possible. People were supported to foster their dreams and aspirations. There were several examples where staff had really gone the extra mile and supported people in different aspects of their lives.

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.

Staffing capacity was sufficient and staff deployment was effective to ensure people's needs were met in a safe, timely and consistent way. Systems were in place for people to receive their medicines in a safe way.

People, relatives and staff were very confident about approaching the registered managers if they needed to. They recognised that their views and feedback were valued and respected and consistently used to support quality service development.

Strong processes were in place to manage and respond to complaints and concerns. The registered manager and management team undertook a range of audits to check on the quality of care provided.

Staff were encouraged to continue their professional development in order to progress and provide the best outcomes for people. Staff demonstrated that they really understood the importance and benefits of providing person-centred care.

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

Rating at last inspection

The last rating for this service was Outstanding (published 20 March 2020).

Why we inspected

We undertook this inspection as part of a random selection of services rated Good and Outstanding to test the reliability of our new monitoring approach.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for G&P Healthcare Ltd on our website at www.cqc.org.uk.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.