Archived: Genesis Recruitment Agency Ltd; Nursing & Domiciliary Care; West London

Updated 14 March 2019

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team:

The inspection was undertaken by two inspectors. An expert by experience carried out telephone interviews with people using the service and relatives of people receiving support. An expert by experience is a person who has personal experience of using or caring for someone who uses a home care service.

Service and service type:

This service is a domiciliary care agency. It provides personal care to adults living in their own houses and flats. Not everyone using Genesis Recruitment Agency Ltd; Nursing & Domiciliary Care; West London receives regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

At the time of this inspection a registered manager was in post. The registered manager was also a company director. A registered manager is a person who has registered with the Care Quality Commission to manage the service. This means that they and the provider 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 four days’ notice of the inspection visit because the location provides a domiciliary care service and we needed to be sure that someone would be available.

Inspection site visit activity started on 30 January 2019 with telephone interviews with people using the service and ended on 15 February 2019. We visited the office location on 15 February 2019 to see the manager and office staff; and to review care records and policies and procedures.

What we did:

Before the inspection we looked at all the information we held on the provider. This included notifications from the provider. Notifications are for certain changes, events and incidents affecting the service or the people who use it that providers are required to notify us about.

During the inspection we spoke with the registered manager who was also the provider’s director, a quality improvement consultant, deputy manager and the care coordinators. We reviewed the care records for six people using the service, the employment folders for four care workers, training records for all staff, visit rotas for one day and records relating to the management of the service. The expert by experience contacted 21 people who used the service by telephone. We sent emails for feedback to 54 care workers and received comments from eight.

Updated 14 March 2019

About the service:

• Genesis Recruitment Agency Ltd; Nursing & Domiciliary Care; West London is a domiciliary care agency that provides personal care to around 97 people in their own homes in the London Borough of Ealing and the London Borough of Brent.

People’s experience of using this service:

• The provider had made improvements to the recording and monitoring of the management of medicines to ensure the records identified when care workers supported people with their medicines.

• People told us they felt safe when they received support in their own home from care workers. The provider had a procedure in place to investigate and respond to any concerns raised regarding the care provided.

• The provider deployed sufficient care workers to meet the needs of people using the service and care workers were provided with adequate time to travel between visits.

• Care workers received training and appropriate equipment to help manage risks associated with the spread of infection.

• People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

• Care workers completed training identified as mandatory by the provider with regular supervision and an annual supervision.

• People were supported by care workers with preparation/eating of meals.

• People were assisted to access healthcare professionals to support them with their care needs.

• People told us they felt the care workers were kind, caring and respected their privacy, dignity and independence.

• Care plans identified people wishes as to how they wished their care to be provided. People were also aware how to raise concerns or complaints about their care with the provider.

• The provider had robust processes in place to monitor the quality of the care provided.

• People and the care workers we spoke with felt the service was well-led.

Rating at last inspection:

• The overall rating at the last inspection was requires improvement with breaches relating to safe care and treatment and good governance. (Report published 12 December 2018) The service had previously been rated as inadequate and placed in Special Measures following an inspection in February 2017. The service was rated as requires improvement and removed from Special Measures following the October 2018 inspection.

Why we inspected:

• As the service was rated requires improvement with two breaches of regulations at the last inspection, we carried out this inspection to make sure the improvements that had been started in the service had been sustained.

Follow up:

• We will continue to monitor information we receive about the service until we return to visit as per our inspection programme. If any information is received we may inspect sooner.