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Kare Plus Altrincham and Trafford Requires improvement

Inspection Summary


Overall summary & rating

Requires improvement

Updated 28 November 2020

About the service

Kare Plus Altrincham and Trafford is a domiciliary care service providing personal care and the treatment of disease, disorder and injury to older people, younger adults, learning disabilities and autistic spectrum disorder and people living with dementia. 41 people were using the service at the time of the inspection.

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.

People’s experience of using this service and what we found

People were not always receiving timely visits from staff to support them at home. This was evident from the phone calls we undertook with people and their families and call logs. While the provider had identified this concern, people were still receiving support from staff up to an hour earlier or an hour later than scheduled. The variation between the times of calls also put people at risk of receiving their medicines without the required intervals. There was further evidence one person was not receiving a time specific medicine within the correct time frames. Some staff felt they were not given enough time to travel from one property to another which impacted upon the call times for people. Risks to people were assessed, monitored and reviewed. Staff were aware of safeguarding procedures and how to report any concerns.

The management team had identified where people had been receiving untimely calls and had tried to remedy the issue. We made a recommendation; the provider reviews all scheduled calls to ensure they are at people’s commissioned time and incorporate timely gaps between the calls if this is appropriate. We also recommended staff travel times are reviewed to ensure staff have enough travel time in-between each visit. Following the inspection, the provider instigated further processes to manage the rota more effectively. Audits were in place to monitor and improve the service and while some audits had identified shortfalls, concerns around the timeliness of medicines being administered had not been highlighted and rectified. People, their relatives and staff gave mixed responses on the support the provider gave.

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 6 April 2018).

Why we inspected We received concerns in relation to late and missed calls and inconsistency staff teams supporting people. As a result, we undertook a focused inspection to review the key questions of safe and well-led only. We did not find any evidence of missed calls.

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 good to requires improvement. This is based on the findings at this inspection.

We have found evidence that the provider needs to make improvement. Please see the safe and well-led sections of this full report.

You can see what action we have asked the provider to take at the end of this full report.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Kare Plus Altrincham and Trafford 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.

Inspection areas

Safe

Requires improvement

Updated 28 November 2020

The service was not always safe.

Details are in our safe findings below.

Effective

Good

Updated 28 November 2020

Caring

Good

Updated 28 November 2020

Responsive

Good

Updated 28 November 2020

Well-led

Requires improvement

Updated 28 November 2020

The service was not always well-led.

Details are in our safe findings below.