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The Caring Choice Limited Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 31 May 2019

About the service:

The Caring Choice Limited is a domiciliary care service which provides personal care to adults with a range of support needs in their own homes.

The Care Quality Commission (CQC) only inspects the service being received by people provided with ‘personal care’. Where they do we also take into account any wider social care provided. The Caring Choice Limited was providing personal care to thirty five people at the time of the inspection.

At the last inspection on 7 and 8 November 2018 we found the service to be in breach of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014: Regulation 13, Safeguarding service users from abuse and improper treatment; Regulation 12, Safe care and treatment; Regulation 18, Staffing; Regulation 17, Good governance; Regulation 16, Receiving and acting on complaints; Regulation 19, Fit and proper persons employed. The overall rating for the service was Inadequate and the service was placed in Special Measures.

Services that are in Special Measures are kept under review and inspected again within six months. We expect services to make significant improvements within this timeframe. During this inspection the service demonstrated to us that significant improvements had been made and it is no longer in breach of the regulations, rated as Inadequate overall or in any of the five key questions. Therefore, this service is now out of Special Measures.

People’s experience of using this service:

People’s medicines were now managed safely, however we recommend the provider and manager refer to current guidance regarding providing information for care workers on what each person’s medicines are prescribed for, and guidance on when a person may need their ‘as and when required’ (PRN) medicines.

Staff were now provided with an effective induction and relevant training to make sure they had the right skills and knowledge for their role. Staff were supported in their jobs through regular supervisions and an annual appraisal. However, the manager did not receive formal supervision or have an annual appraisal. The provider told us they would start doing this.

We saw people or their representative had signed their consent to receive care and support form the service on their care records, however there was no evidence on file that the nominated person had the legal authority to do this. We recommend the provider and manager consult current guidance on how best to ascertain and record this information.

Every person now had a care record in place which reflected the person’s current health and social care needs. The provider and manager agreed further work was required on people’s care records to ensure all the information recorded was person-centred.

People had the same group of care staff visiting them at home. However, some people told us they would like to know in advance who would be coming each day. The provider and manager they told us they would email or post people their staff rota the week before, if requested.

There were now systems in place to monitor and improve the quality of the service provided. People were asked for their opinion of the quality of the service via review meetings. Staff were asked via regular team meetings and an employee satisfaction survey. These systems need to be further developed and sustained over time.

There were enough staff available to ensure people’s care and support needs were met. The registered provider had effective recruitment procedures in place to make sure staff had the required skills and were of suitable character and background.

There were systems in place to recognise and respond to any allegations of abuse. Staff had received training in this area.

People were consulted and listened to about their care and support needs. People were supported to have maximum choice and control of their lives.

People were supported to eat and drink to maintain a balanced diet, where required. People were supported to

Inspection areas


Requires improvement

Updated 31 May 2019

The service was not always safe.

Details are in our Safe findings below.


Requires improvement

Updated 31 May 2019

The service was not always effective.

Details are in our Effective findings below.



Updated 31 May 2019

The service was caring.

Details are in our Caring findings below.


Requires improvement

Updated 31 May 2019

The service was not always responsive

Details are in our Responsive findings below.


Requires improvement

Updated 31 May 2019

The service was not always well-led.

Details are in our Well-Led findings below.