Archived: One Care DCS Fylde

This service is a domiciliary care agency. One Care DCS Fylde Ltd provides personal care to people living in their own homes. It provides a service to older adults in the Blackpool, Fylde and Wyre area. At the time of our inspection the service was providing personal care to 63 people.

CQC only inspects the service being received by people provided with 'personal care'; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

This was the first inspection of this service; the service was previously registered under another provider.

At this inspection we found evidence to support the rating of Good.

The service had a registered manager, who had been in post since November 2017. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

A management team was in place who had designated areas of responsibility. Together with the registered manager, the senior management team provided a service that put people at the centre of what they do. The registered provider went to great lengths to make sure people and carers were well matched and able to build trusting relationships.

People and their relatives provided extremely positive feedback that demonstrated the service was exceptionally caring, in both approach and practice. Words used to describe staff included, 'wonderful', 'amazing', 'dedicated', 'passionate' and 'professional'.

People's care and support was planned proactively in partnership with them. There was an emphasis on continuous improvement.

The views of people using the service were taken into consideration and helped shape service delivery. People were asked to complete surveys stating their views on the service they received. In addition the registered manager carried out telephone monitoring and visited people in their home to ensure people were satisfied with care provided.

People knew how to complain. When complaints had been received these were appropriately investigated and responded to. The registered provider offered different ways for complaints to be raised, this included pre-paid feedback cards and a telephone help line.

The service was committed at putting the person at the centre of everything they did. People received personalised care and support based on their assessed needs. People and others that mattered to them had been involved in identifying these needs and how these should be met.

People spoke highly of the service feedback included, “It is the best thing I have done, the staff are wonderful”, And, “I don’t where I would be without them, angels all of them”. Staff were passionate about the role they played in supporting people to live meaningful lives.

The management team had introduced a new innovative on line system of record keeping. This was all live, on line and accessible through a smart phone or tablet that was provided to each staff member by the company. This provided carers with up to date and accurate information which could be changed in real time. This promoted effective and responsive care

The service had been awarded a number of externally accredited quality benchmarks for the information security management and quality systems. This showed us the registered provider was working to a high standard. This was evidenced by comments made by people who all stated how pleased they were with the service provided.

Accurate assessments of people's needs were carried and care plans were designed to meet these needs. Care plans were concise and contained accurate and important details about the care people required and wanted. Care workers demonstrated they had delivered care as planned through accurate recording.

People had consented to their care in line with the Mental Capacity Act 2005 (MCA). People are supported to have maximum choice and control of their lives and staff support them in the least restrictive way possible; the policies and systems in the service support this practice

Suitable recruitment systems were operated by managers to make sure staff were suitable for their roles. Staff received sufficient training to meet peoples’ needs.

Care workers told us they felt well supported by managers.

The provider worked with other health professionals to promote their service and to develop best practice into the wider community.

Systems were implemented to ensure peoples safety, staff were aware of how to appropriately respond to safeguarding concerns.

When people needed support suitable procedures were in place for the safe administration of medicines.

Infection prevention and control measures were considered and implemented by the provider throughout the service.

Further information is in the detailed findings below