We carried out a review of the data available to us about Complete Care West Yorkshire Ltd 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 Complete Care West Yorkshire Ltd, you can give feedback on this service.
Complete Care West Yorkshire Ltd is a domiciliary care agency, which provides personal care to people living in their own homes. At the time of this inspection, the service was providing personal care to 112 people in the Wakefield and Kirklees areas. 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 people do receive personal care, we also consider any wider social care provided.
People’s experience of using this service and what we found
People told us they felt safe when receiving care from the service. People received support from a consistent staff team, who knew how to safeguard people from the risk of abuse. Staff were trained to administer medicines safely and were assessed regularly to make sure they were competent. People were protected from the risk of infection and they told us staff wore PPE whilst in their homes.
Staff received regular supervisions and ongoing training, to ensure they had the right knowledge to support people effectively. 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.
People were treated well by caring and compassionate staff. People were actively encouraged to be involved in decision making around their care. People’s privacy and dignity was respected, and their independence promoted.
People received personalised care, which was responsive to their needs. Staff felt confident in delivering care in line with people’s preferences. People and relatives said they felt able to raise concerns, should they arise and the provider had a system in place to manage and respond to complaints.
The service had an open and positive culture. Staff and the management team showed a strong commitment to providing good quality, person-centred care to people. The registered manager regularly sought feedback from people and input from staff, in order to continuously drive improvement. The provider had robust governance arrangements in place, to assess the quality of the service.
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 (report published 17 July 2019).
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 our re-inspection programme. If we receive any concerning information we may inspect sooner.
People’s experience of using this service:
People and their relatives told us staff were kind, caring and treated people with respect.
People received personalised care which met their needs and risks were managed. Care records had been transferred to a new electronic care recording system. A paper and electronic system were being used until all the information was uploaded electronically. We found occasions when sufficient information had not been transferred to the electronic system. We made a recommendation that the provider should complete additional auditing of the new electronic care planning system to ensure sufficient information continues to be available in the new electronic format.
Systems were in place to manage any allegations of abuse. People and relatives knew how to raise any concerns. We saw evidence any concerns were investigated and addressed.
There were enough staff to meet people’s needs. Staff received appropriate support, induction and training. Staff recruitment records demonstrated the service was ensuring staff were subject to the appropriate scrutiny.
We checked and found the service was working within the principles of the MCA. People and their relatives were involved in decisions about their care and consent was recorded in the care records.
Staff told us they felt supported in their role and there was always someone available for advice or assistance. Staff said they would be happy for their relatives to receive a service from Complete Care West Yorkshire.
The registered manager was passionate about continuous learning and improving the care people received. The registered manager had contributed to initiatives such as, Age UK ‘Pull Up a Chair Project’ to help improve care outcomes nationally. They were the chairperson for the registered managers network in Wakefield. This enabled best practice to be shared and support to be provided.
Quality assurance systems were in place to ensure the service met appropriate standards and learnt lessons. The medication audits, and lessons learned from these, were being introduced for the new electronic system. We therefore could not look at these audits on inspection. We have asked the provider to send us their medication audits for the next three months.
Rating at last inspection:
At the last inspection the service was rated Good (report published 11 November 2016).
Why we inspected:
This was a planned inspection based on the rating awarded at the last inspection.
Follow up:
We will continue to monitor intelligence we receive about the service until we return to visit as
per our re-inspection programme. If any concerning information is received, we may inspect sooner.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Complete Care West Yorkshire Limited provides domiciliary care services to approximately 80 people in their own homes. The people who received these services have a wide range of needs.
The service had a registered manager in post at the time of our inspection. 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.
People told us they felt safe and staff had received safeguarding training in order to keep people safe. There were robust recruitment practices in place, which meant staff had been recruited safely. Risks to people had been assessed and reduced where possible.
People received effective care and support to meet their needs. People felt staff had the necessary skills and training to provide effective care and support. Staff told us they felt supported and we saw staff had received induction and training as well as ongoing supervision and appraisal.
Care and support was provided in line with the principles of the Mental Capacity Act 2005. We saw from the care files we reviewed, consent had been sought and obtained from people, prior to their care and support being provided.
People we spoke with told us staff were caring. The staff we spoke with were enthusiastic and were driven to provide good quality care. Staff told us how they respected people’s privacy and dignity and the people we spoke with confirmed this. People were encouraged to maintain their independence.
Care and support plans were detailed and personalised, taking into account people’s choices and preferences. People had been involved in their care planning and told us they felt they could make their own choices. Appropriate referrals for additional support for people were made when necessary.
People and the staff we asked told us they felt the service was well led. Quality assurance checks and audits took place, although these were not always consistent. Staff told us they felt supported and people felt able to contact the office in the knowledge they would be listened to.
The vision, mission and values of the organisation were clear and these were communicated and discussed with staff regularly to ensure staff were working towards these aims.
'They (carers) know what I need and they do it. I can't complain I get what I want and am satisfied.'
'Care is very good but once you get settled with a team it changes.' 'On the whole care is very good'
'Carers are very good they are good with timing. I like to see them'
We spoke with four carers, a team leader, two care coordinators and the manager. The staff we spoke with gave good examples of how they treated people with dignity and respect and how they involved people in their care.
We looked at a sample of six care records and saw each person had a care plan and risk assessment which covered their needs.
Staff received regular supervisions and the provider had a system in place to ensure mandatory training was kept up to date.
The agency monitored the quality of the service by obtaining people's views through annual service user questionnaire, spot checks and care record reviews.
Some people's comments were;
'They are always reliable and they all work well together. I have no complaints'
'They let you know what is happening'
'They always oblige with what I ask them to do'
"Everyone is wonderful I have no complaints.'
We visited the agency and spoke with the manager, a care coordinator, team leader, three care staff and the accountant who also delivers some of the training. We also looked at records at the agency. For example we looked at complaints log which confirmed peoples' concerns were sought and followed up.
Staff were happy with how the organisation operated and they told us that their views were always considered and responded to. Staff also said they had received enough training to equip them with the right skills to do their job well.