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Inspection Summary

Overall summary & rating


Updated 21 April 2018

This announced inspection took place on 20 March 2018.

First Floor Capital Ltd is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. First Floor Capital Ltd provides care to older people and younger adults. At the time of our inspection, two people were using the service.

This is the first inspection of the service since registration with the Care Quality Commission on 31 March 2017.

The service had a registered manager in post who was unavailable on the day of the 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 were happy with the service. Staff understood their responsibility to safeguard people from abuse. Staff knew how to identify and report any concerns about people’s well-being. The registered manager identified and reviewed risks to people’s safety and health. Staff knew how to provide care in a safe manner that minimised the risk of avoidable harm to people.

People received care and support when needed. Sufficiently skilled and suitably recruited staff delivered people’s care. People obtained support to take their prescribed medicines. Staff followed safe hygiene practices to prevent and control the risk of infection.

People’s care delivery met the requirements of current legislation and evidence based practice. Staff attended training, received supervision and had the support they required to enable them to carry out their roles.

People received the support they required to consent to care and treatment. Staff followed the legal requirements of the Mental Capacity Act 2005 when providing care and support to people.

People were supported to maintain a healthy nutritional intake and to access healthcare services.

Staff understood people’s needs and knew how they wanted their care to be delivered. People enjoyed positive caring relationships with the staff who supported them. Staff were kind and compassionate. They provided people’s care in a dignified and respectful manner. People took part in the planning and making decisions about their care and support.

People underwent an ongoing assessment and review of their care and support needs. Support plans were developed to provide guidance to staff about how to deliver care. Staff delivered people’s care as planned in line with their needs and preferences. People were encouraged to take part in activities and to be independent.

People using the service and their relatives had opportunities to share their views about the service. The registered manager used the feedback to develop the service. People knew how to make a complaint about unsafe work practices in their care delivery.

Staff spoke positively about the registered manager and the support they received to undertake their roles. Appropriate checks and audits resulted in improvements to the service and care delivery. Other agencies were involved in the developing of staff’s practice and care delivery.

Inspection areas



Updated 21 April 2018

The service was safe. People�s care was delivered safely and managed identified risks to their health and well-being. Staff knew how to recognise and report abuse and to whistleblow about poor practice.

Staff were trained to administer and manage people�s medicines. People had their needs met safely by suitably recruited staff.

Staff followed guidance to prevent and control the risk of infection.



Updated 21 April 2018

The service was effective. People�s care met current legislation and best practice guidance. People received care from trained and experienced staff. Staff received support and supervision to enable them to deliver care effectively.

People consented to care and treatment. Staff provided care in line with the principles of the Mental Capacity Act 2005.

People received support to eat and drink healthily. Staff supported people to maintain good health.



Updated 21 April 2018

The service was caring. People were cared for with kindness and compassion.

Staff had developed positive relationships with people using the service. Staff maintained people�s dignity and privacy.

People had information about their care in a format they understood. Staff supported people to access advocacy services when needed.

People were involved in planning their care and support.



Updated 21 April 2018

The service was responsive. People�s care provision responded to changes to their needs. Staff provided care that met people�s individual needs and preferences.

People using the service and their relatives took part in the review of their care. Staff encouraged people to be independent.

People shared their views about the service. People using the service and their relatives knew how to make a complaint if they were unhappy about any aspect of the service.



Updated 21 April 2018

The service was well led. People received person centred care. A culture of openness and honesty enabled staff to learn from their mistakes. Staff commended the registered manager for supporting them and for being passionate about meeting people�s needs.

People�s care underwent monitoring to identify shortfalls and make improvements when needed.

People benefitted from close partnership working between the registered manager and other agencies.