We carried out a review of the data available to us about Pleasant Home Healthcare Limited 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 Pleasant Home Healthcare Limited, you can give feedback on this service.
The service had a registered manager. 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 legal requirements in the Health and Social Care Act 2008 and the associated regulations on how the service is run.
Most risks had been identified and assessed, which provided information to staff on how to reduce these risks to keep people safe. However, for some people with specific health conditions, there was lack of robust risk assessments in place to ensure they were safe at all times. We made a recommendation in this area. Medicines were being managed safely. There were sufficient staffing levels to support people. Staff had been trained in safeguarding vulnerable adults and knew how to keep people safe. There was a safe recruitment process in place to ensure staff were suitable to support people.
Staff had the knowledge, training and skills to care for people effectively. Staff received regular supervision and support to carry out their roles. People had choices during meal times and were supported with meals when required. Staff knew what to do if people were not feeling well. People’s needs and choices were being assessed regularly through review meetings to achieve effective outcomes.
People and relatives told us that staff were friendly and caring. People were treated in a respectful and dignified manner by staff who understood the need to protect people's human rights. People had been involved with making decisions about their care.
Care plans were person centred and included clear information on how to support people. People and relatives were aware of how to make complaints if they wanted to and staff knew how to manage complaints.
Staff felt well supported by the management team. Some quality assurance and monitoring systems were in place to make continuous improvements. However, there was not an effective audit system in place to ensure medicines were managed safely at all times. We made a recommendation in this area.
There was a registered manager in post. 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.
Pleasant Home Health is a domiciliary care service that provides support, including personal care, to people in their own homes. At the time of our visit they were providing personal care to 22 people. 70 % of the people were funded by the local authority with the remaining 30% either partially or wholly funding via direct payments.
People told us they felt safe and no concerns about the staff that came to their homes. They told us they were treated with dignity and respect and felt listened to by staff. Staff were polite, considerate and focussed on people’s holistic needs.
People were involved in planning their care. Care plans were reviewed at regular intervals or as people’s conditions changed. Comprehensive risk assessments were in place for people and their environment and these were understood by staff.
Medicines were managed safely by staff that had been trained and understood the principles of handling medicines.
People told us that staff came in clean uniforms and used gloves appropriately. Staff had access to protective clothing and had relevant food hygiene training to enable them to safely prepare breakfast for people and heat up meals.
There were robust recruitment practices to ensure staff were, matched appropriately to people’s needs. Staff had a comprehensive induction, training, supervision, spot checks and annual appraisals to ensure they were up to date with practice so as to effectively support people.
People were supported to maintain a balanced diet when it was part of their package. They told us staff were supportive and helped them get in touch with other health care professionals in order to meet their healthcare needs.
Complaints were acknowledged, investigated and responded to in a timely manner. People said they would not hesitate to make a complaint and were confident that action would be taken to resolve the complaint.
People, their relatives and staff thought the registered manager was approachable and that the service was well run. We found there was an open and honest culture. Records were stored properly, However some records lacked dates and others were crossed out.
We have made a recommendation about maintaining records according to best practice guidance.
People expressed their views and were involved in making decisions about their care and treatment. One person said "You can say what way you would like it done. I can arrange for people to come earlier or later if I want to." People's privacy, dignity and independence were respected. One relative told us that the staff "all seem friendly, courteous and respectful."
Staff received appropriate professional development and were supported to obtain further relevant qualifications. We saw that staff received supervision and yearly appraisals. We spoke to two members of staff. They told us that they felt well supported by the registered manager and were able to discuss their personal development needs, as well as the quality of the care that they were providing.
The provider had an effective system to assess and monitor the quality of the service that people received. The provider carried out regular audits to monitor the service. They also obtained feedback from members of staff and the people who used the service with a view to improving the quality of the care provided.
The care records we looked at showed the agency where possible received consent from people prior to delivering care, and where they were unable to due to a person's health condition did what was legally required of them. We also found people's care was assessed and delivered in line with there needs. Staff we spoke to had a good understanding of the care they delivered as well as a good knowledge of people's health conditions.
We found the agency had systems to prevent people from being abused, for example they provided staff training on safeguarding, had a policy on abuse and were able to demonstrate through and incident of potential abuse they had responded appropriately