4 April 2018
During a routine inspection
The service had a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission (CQC) to manage the service. Like registered providers, they are 'registered persons'. Registered persons have a legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated regulations about how the service is run.
This provider was newly registered with the CQC in March 2017. This comprehensive inspection is the first time this new home care agency will have been inspected and rated by us. At this home care agency’s inaugural inspection we have rated them ‘Good’ overall and for four out of five of our key questions ‘Is the service safe, effective, caring and responsive?’ because we found the service was meeting all the regulations.
However, we have also rated them ‘Requires Improvement’ for the key question, ‘Is the service well-led?’ This was because the provider did not always maintain sufficiently detailed and easily accessible records as are necessary to be kept in relation to people using the service, persons employed and the overall management of this home care agency. We have made a recommendation about the way the provider maintains and organises records they are required to keep.
People’s relatives told us they were happy with the standard of home care and support their family members received from JAAB CARE LTD. They also felt their family members were safe with the staff who visited them at home. There were robust procedures in place to safeguard people from harm and abuse. Staff were familiar with how to recognise and report abuse. Recruitment procedures were designed to prevent people from being cared for by unsuitable staff. People’s relatives did not have any concerns about staff turning up late or missing a scheduled visit. This indicated there were sufficient numbers of staff available to support people. Staffing levels were well coordinated by the registered manager to ensure people experienced consistency and continuity in their care and that their needs could be met at all times.
Staff received appropriate training and support to ensure they had the right knowledge and skills to effectively meet people’s needs. The registered manager and staff adhered to the Mental Capacity Act 2005 code of practice. People were supported to eat healthily, where the agency was responsible for this. Staff also took account of people’s food and drink preferences when they prepared meals. People received the support they needed to stay healthy and to access healthcare services.
Relatives told us staff treated their family with the utmost dignity and respect. For example, staff ensured their family member’s privacy was maintained particularly when being supported with their personal care needs. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible.
People received personalised support that was responsive to their individual needs. People were involved in planning the care and support they received. Each person had an up to date care plan. People felt comfortable raising any issues they had about the provider and the service had suitable arrangements in place to deal with people’s concerns and formal complaints.
The provider had an open and transparent culture. They routinely gathered feedback from people using the service, their relatives and staff. Staff felt supported by the registered manager.