Background to this inspection
Updated
25 May 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 site visit was carried out by one inspector. Two assistant inspectors made phone calls to staff and people using the service.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own homes.
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
We gave a short period notice of the inspection so that arrangements could be made to speak with people using the service. And to assess any risks relating to the pandemic.
Inspection activity started on 15 April 2021 and ended on 20 April 2021. We visited the office location on 15 April 2021.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. This included notifications and information given to us from stakeholders, such as people using the service and the local authority. Notifications are information about specific events the provider is required to send us by law.
During the inspection
We spoke with the registered manager. We reviewed three people’s care records and four member of staff’s recruitment files. We reviewed medicine administration records for one person receiving medicines.
After the inspection
We spoke with two relatives of people receiving care and two people using the service. We attempted a call to one other person, but they declined to speak with us. We continued to seek clarification from the provider to validate evidence found.
Updated
25 May 2021
About the service
Cultural Dignity and Care is a domiciliary care 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. At the time of the inspection, eight people were receiving support with personal care.
People’s experience of using this service and what we found
The service had improved since our last inspection and were no longer in breach of regulation. However, we have made one recommendation in relation to quality assurance systems to ensure they are fully effective in identifying and acting on areas for improvement.
People told us they were happy with the service they received and felt safe with staff. Comments included; “Yes, what little concerns I’ve had she’s listened to so I have no complaints.” And “I’ve got a number. I’ve got a personal number of the lady in charge.”
Staff told us they felt well supported and able to talk to the manager if they had any concerns or issues. They told us they had been given good supplies of PPE during the pandemic and had been well supported throughout. Staff had been given training on how to use PPE. Staff had also received training in safeguarding, so they felt confident in raising any reporting issues. We saw that the registered manager worked with the safeguarding authority when required to investigate concerns. There were checks in place to ensure staff were safe and suitable to work.
Not everyone received support with their medicines, however where they did, a medicine administration record chart was used. These were checked by the registered manager. There was clear information in people’s care documentation about the medicines they were prescribed. Staff confirmed they had received training in how to administer medicines.
The registered manager was responsive to feedback from our inspection. We saw they worked with other agencies such as the local authority when necessary.
At out last inspection we found a breach of regulation 17, good governance. At this inspection we found improvements had been made. There was clear evidence in people’s files they were audited and people’s feedback was sought about the service they received. We have made a recommendation to improve quality assurance systems further in order to fully support continual development.
Rating at last inspection (and update)
The last rating for this service was requires improvement with one breach of regulation (published 20 January 2020). At this inspection we found improvements had been made and the provider was no longer in breach of regulations.
Why we inspected
This was a planned inspection to inspect the key questions of safe and well led. We reviewed the information we held about the service. No areas of concern were identified in the other key questions. We therefore did not inspect them. Ratings from previous comprehensive inspections for those key questions were used in calculating the overall rating at this inspection.
The overall rating for the service has changed from requires improvement to good. This is based on the findings at this inspection.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for cultural dignity and care 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.