We carried out a review of the data available to us about ICare GB Limited - Derby Care Office on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about ICare GB Limited - Derby Care Office, you can give feedback on this service.
ICare GB Limited – Derby Care Office is a domiciliary care agency. It provides personal care to people living in their own homes. Not everyone who used the service received personal care. The Care Quality Commission (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 our inspection, 23 people were receiving a personal care service.
People’s experience of using this service and what we found
There were systems in place to monitor the quality and safety of the service, management carried out regular checks.
Medicines were managed safely. Staff were trained in medication administration and had their competency assessed.
There were enough staff to effectively meet the current packages of care, which supported people’s needs. People were supported safely and any risk regarding their care was assessed. Staff were aware of how to report any concerns about neglect or abuse and were confident if they raised a concern It would be addressed.
People were supported by a regular team of care staff and said they generally received their calls on time. People were confident care staff had received appropriate training to meet their needs; we saw this was in line with current guidelines.
People’s care was provided by kind and caring staff and people told us they treated them with respect. People's individual risk assessments and care plans reflected individual needs.
The provider worked in partnership with other agencies to make sure people received the right care and support.
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.
Staff had access to sufficient supplies of Personal Protective Equipment (PPE) and received regular updates from the provider on the management of risks related to COVID-19.
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
At our last inspection the service was rated as requires improvement (Published 5 November 2020) and were in breach of Regulation 17 (Good Governance). At this inspection we found improvements had been made and the provider was no longer in breach of regulations.
Why we inspected
The inspection was prompted in part due to concerns received about late and missed calls. A decision was made for us to inspect and examine those risks. We found that the provider had made improvements throughout the service and so we broadened the scope of the inspection to a comprehensive looking at all five key questions.
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.
About the service
ICare GB Limited - Derby Care Office provides support to people in their own homes within Derby City and the surrounding area. There was 37 people using the service. 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 32 people were receiving personal care support from this service.
People’s experience of using this service and what we found
The quality monitoring systems in place had not always identified when improvements were needed. We found improvements were needed as some people felt their complaints and concerns were not always addressed to their satisfaction. This was an issue identified at the last inspection.
All calls were covered, but some people told us their call times could vary on a daily basis. However, we did see from records that calls were provided within the agreed time frame. Everyone told us they were happy with the support they received but some felt their calls were sometimes rushed. We did see that some calls were shorter than the agreed time.
People confirmed that staff wore PPE in accordance with the government guidelines to protect against the spread of Covid 19. However, several people said staff entered their homes with apron and gloves on. Four people had asked carers to put on aprons and gloves after entering their home and after washing their hands. One person told us that they had to ask one carer to wear a mask. All of these people confirmed the staff then complied with their request.
Some improvements had been made since the last inspection and people told us they had seen some improvements over recent months in the support they received. We saw that people’s identified risks had been assessed and were managed safely. All of the people we spoke with told us they felt safe with the staff who supported them.
People were supported to take their prescribed medicines by staff who had been trained. The recruitment practices in place ensured the appropriate checks were completed before staff started work. Staff had received training to protect people from abuse. Most people told us they received support from a regular team of staff.
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 26 September 2019) and there were two breaches of regulation. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made under the safe domain and the provider was no longer in breach of regulation 18, However, enough improvement had not been made in the well led domain and the provider was still in breach of regulation 17.
Why we inspected
The inspection was brought forward due to concerns received about people being rushed with personal care and how complaints were managed. A decision was made for us to inspect and examine those risks. We undertook a focused inspection to review the key questions of safe and well-led only.
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.
We have found evidence that the provider needs to make improvements. Please see the safe well led key question of this full report.
The overall rating for the service has remained Requires Improvement. This is based on the findings at this focused inspection and from the previous comprehensive inspection.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for ICare GB Limited - Derby Care Office 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.
ICare GB Limited – Derby Care Office provided care services to younger adults, older people, who maybe living with dementia, physical disability, sensory impairment or mental health needs. Personal care was provided to people living in their own homes. 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 this inspection 34 people using the service received personal care.
People’s experience of using this service and what we found
We received mixed feedback from people about feeling safe with the care and support they received. Some people told us they did not always feel safe. Risks to people's safety had not always been assessed. We have made a recommendation about this. Staffing levels did not always ensure there were enough staff available to cover all calls. Two people felt the management of medicines was not safe. Staff who administered medicines had received training.
Staff had received training in a range of areas. However, some people felt staff were not fully trained to deliver care safely. Concerns were raised by some people regarding staff not preparing meals in accordance with the person’s care plan. This did not ensure people were always supported to have adequate dietary intake.
The provider’s complaints policy and procedure were accessible to people who used the service and their representatives. People knew how to make a complaint. Some people felt their concerns were not listened to or acted up on when raised.
People told us that staff treated them in a caring way, respected their privacy and supported them to maintain their dignity. However, the delivery of care was not always tailored to meet people's individual preferences.
Recruitment procedures ensured prospective staff were suitable to care for people receiving personal care in their own homes. Staff were aware of how to reduce the risk of infection.
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.
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 25 April 2018) and there was a breach of regulation 18. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulation 18 registration regulation. However, we found improvements were required in other areas. This service remains rated as requires improvement and has been rated as requires improvement for the last two consecutive inspections.
Why we inspected
This was a planned inspection based on the previous rating.
Enforcement
At this inspection we found a breach of Regulation 17 (Good Governance) and Regulation 18 (Staffing) of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.You can see what action we have asked the provider to take at the end of this full report.
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.
The service has a registered manager. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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.
This is a first rating inspection since the home was registered by the provider in November 2016.
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It provides a service to older adults and younger disabled adults.
Statutory notifications were not submitted to the CQC when required and demonstrated that though staff had taken appropriate action to safeguard people when incidents had occurred they had not exercised their statutory obligations and notified CQC.
The registered manager carried out audits of all aspects of the service to ensure it was well-led. People and their relative’s views and opinions were encouraged to complete the process.
We received positive comments about the service people received. People and their relatives told us they were happy with the service and registered manager and staff listened to them, wanted to hear their views, and kept them informed about the service. Relatives said registered manager and staff were approachable and they were kept up-to-date with their family member’s progress and any changes or developments at the service.
Medicines were managed safely and people told us they received them at the right times. Staff were trained to administer medicines safely and medicines records were audited to ensure they were of an acceptable standard.
The service provided safe care. Staff were trained in safeguarding (protecting people from abuse) and knew how to keep people safe. Staff provided people with the care and support they required and encouraged them and their relatives to be an active part of the care planning process.
Care plans and risk assessments were personalised people and their relatives told us they were involved in helping their relations make decisions about their care and had access to their care plans.
The registered manager operated a recruitment procedure that helped ensure the staff employed were safe to work with the people using the service.
Staff ensured people were having enough to eat and drink and treated people with dignity and respect.
The registered manager operated a complaints procedure which staff were aware of and followed. People who raised concerns had been listened to and told of the outcome of their complaints and what was being done to improve the service in response.
We found breaches of the Regulation 18 Care Quality Commission (Registration) Regulations 2009 (Part 4). Notification of other incidents. You can see what action we told the provider to take at the back of the full version of the report.