Background to this inspection
Updated
4 February 2020
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
The inspection was carried out by one inspector.
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
The service had a manager registered with the Care Quality Commission. The registered manager was also the provider. This means they are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave the service 24 hours’ notice of the inspection. This was because we needed to be sure that the registered manager would be in the office to support the inspection.
Inspection activity started on 6 January 2020 and ended on 7 January 2020. We visited the office location on 6 January 2020 and made telephone calls to people, relatives and staff on 7 January 2020.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and Healthwatch. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England.
The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.
We used all of this information to plan our inspection.
During the inspection
We spoke with two people who used the service and five relatives about their experience of the care provided. We spoke with four members of staff including the registered manager, care co-ordinator, and two care staff.
We reviewed a range of records. This included four people’s care and medicine records. We also examined records in relation to the management of the service such as staff recruitment files, quality assurance checks, staff training records, policies and procedures and accident and incident information.
Updated
4 February 2020
About the service
Crystal Care Services (Leicester) is a domiciliary care agency providing personal care to people living in their own homes. At the time of inspection seven people were receiving personal care.
People’s experience of using this service and what we found
People were cared for safely. Risk assessments were in place and reviewed regularly and as people’s needs changed. Staff understood safeguarding procedures. Safe recruitment practices were followed to ensure staff were suitable for their roles.
There were enough staff to meet people’s care needs and people received care at the agreed times. People were supported with their medicines and good infection control practices were in place.
People’s care records contained clear information covering all aspects of their care and support needs. Staff had a good understanding of people’s wishes and individual preferences. People’s personal preferences, likes and dislikes, communication needs and links with family were all considered within the care plans. Staff received training to meet people’s needs.
Where required, people were supported with their eating and drinking to ensure their dietary requirements were met. People were supported to use health care services when needed.
People received support from reliable, compassionate staff. Staff enjoyed working at the service and there was good communication and team work. Staff were caring in their approach and had good relationships with people and their relatives. People were treated with respect. Staff maintained people’s dignity and promoted their independence. Consent was sought before care was delivered.
The registered manager was also the provider and they monitored the quality of the service provided. They were aware of their legal responsibilities and worked in an open and transparent way. People and their relatives knew how to make a complaint.
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.
Rating at last inspection
The last rating for this service was good (published 12 July 2017).
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per out re-inspection programme. If we receive any concerning information we may inspect sooner.