Quay Care (Poole) Limited

Updated 11 November 2022

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 Health and Social Care Act 2008.

Inspection team

The inspection was undertaken by two inspectors.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

Registered Manager

This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. 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.

At the time of our inspection there was a registered manager in post.

Notice of inspection

We gave the service 24 hours’ notice of the inspection. This was because it is a small service 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 05 September 2022 and ended on 26 September 2022. We visited the location’s office/service on 07 September 2022.

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 annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We spoke with three people and their relatives about their experience of the care provided. We received feedback from five members of staff including care workers, senior care workers, registered manager and the nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider. We received written responses from four health and social care professionals.

We reviewed a range of records. This included three people's care and support records and two people’s medicine administration records. We looked at three staff files in relation to recruitment and training. We also reviewed a variety of records relating to the management of the service, including policies and procedures, staffing rotas, accident and incident records, safeguarding records and quality assurance reports.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at policies and procedures.

Updated 11 November 2022

About the service

Quay Care (Poole) Limited is a domiciliary care agency providing personal care and support to people living in their own homes. Not everyone who used the service received personal care. At the time of this inspection eight people were receiving the regulated activity of personal care from the service. 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’s care plans were detailed and kept up to date to which meant they received effective care and support.

People and their relatives felt safe with the care staff who visited them. One relative told us their loved one, “Was treated with kindness and with proper care.” People received support from a small team of care staff who knew their care needs and preferences well. People receiving a service and their relatives described the care staff as, “Like family”.

The service was well led with a focus on the recruitment, training and development of staff to ensure people received a safe, caring and responsive service.

People were protected from abuse and avoidable harm. Staff were confident any concerns of abuse or neglect reported would be responded to by the management team. Staff told us they felt their own well-being needs were supported.

People using the service were supported safely and any risks identified were assessed and could be mitigated. Where people were supported to eat and drink this was done safely. Medicines were managed safely. People were supported to take their medicines by trained and competency checked staff.

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 were referred to health and social care professionals to be assessed for any equipment needed to help promote their independence in their own home.

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 good (published 21 September 2017)

Why we inspected

This inspection was prompted by a review of the information we held about this service.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.