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CRG Homecare - Leicestershire Requires improvement

Inspection Summary


Overall summary & rating

Requires improvement

Updated 16 October 2019

About the service

CRG Homecare - Leicester is a domiciliary care agency. It provides personal care and support to older and younger people living in their own homes. At the time of inspection 170 people were receiving personal care from the service.

People’s experience of using this service:

People told us they were not always happy with care they received. People felt that whilst some regular staff were of good quality, they often had visits from staff they did not know, and agency staff who did not know how to care for them.

People told us they were not regularly informed about which staff would be visiting them.

People told us that call timings were a problem. Many people said that staff were either significantly early or late, and they could not rely upon their care being delivered at a specified time, thus providing an inconvenience to them.

People were treated with kindness and respect by the staff that were known to them, however some people felt uncomfortable with staff they did not know.

Staff training took place, but there were gaps including a significant amount of staff whose moving and handling training had expired.

People mostly received the support they required with food and drink, although staff did not always accurately record people’s food and fluid intake when required.

Staff visits were not always effectively monitored.

The assessment of risk had improved. Risk assessments were in place to manage risks within people’s lives, and people we spoke with were happy with them.

Staff recruitment procedures ensured that appropriate pre-employment checks were carried out.

Improvements had been made to medicine administration systems, including the application of topical medicine.

Staff were supervised well and felt confident in their roles.

Healthcare needs were met, and people had access to health professionals as required.

People's consent was gained before any care was provided, and they were supported to have maximum choice and control of their lives.

People were supported in the least restrictive way possible.

Care plans contained person centred information and reflected people likes, dislikes and preferences.

People and their family were involved in their own care planning as much as was possible.

A complaints system was in place and was used effectively.

The management team were open and honest, and had been working in partnership with outside agencies to improve people’s support.

Audits of the service were detailed and any issues found were usually addressed promptly.

Rating at last inspection and update: The last rating for this service was requires improvement (published 10 October 2018) and there was a breach 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 in several areas and the provider was no longer in breach of this regulation. However, we found that other improvements were still required throughout the service, and new breaches of regulation had occurred. The rating remains requires improvement.

This service has been rated requires improvement for the last three consecutive inspections, and is therefore in breach of regulation 17 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 – Good Governance.

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will meet with the provider following this report being published to discuss how they will make changes to ensure they improve their rating to at least good. We will work with the local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas

Safe

Good

Updated 16 October 2019

The service was safe.

Details are in our safe findings below.

Effective

Requires improvement

Updated 16 October 2019

The service was not always effective.

Details are in our effective findings below.

Caring

Good

Updated 16 October 2019

The service was caring.

Details are in our caring findings below.

Responsive

Requires improvement

Updated 16 October 2019

The service was not always responsive.

Details are in our responsive findings below.

Well-led

Requires improvement

Updated 16 October 2019

The service was not always well-led.

Details are in our well-Led findings below.