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Kris Carers Ltd Requires improvement

Inspection Summary


Overall summary & rating

Requires improvement

Updated 15 May 2021

About the service

Kris Carers Limited is a domiciliary care service based in Leicester. The service provides care and support to people living in their own homes. At the time of the inspection there were 54 people using the service.

People’s experience of using this service and what we found

There were risk management plans in place to help keep people safe. However, we found some areas of identified risk such as the risk of malnutrition did not have a risk assessment to ensure staff supported people safely. Risk assessments had not always been reviewed regularly or when people's needs changed.

There were quality checks in place to audit and review records and systems, however these were not always reliable and effective. For example, the quality monitoring checks had not identified gaps in the risk management plans for people and risks were not always identified.

We received feedback about poor communication with some staff due to language barriers. There was no system in place to assess staff English language proficiency and communication skills to ensure people's needs were fully met.

Care plans were detailed and provided staff with good guidance on how to support people safely.

There were systems and processes in place to safeguard people from potential harm. All the people we spoke with told us they felt safe when receiving care. Staff completed training about safeguarding people from harm and knew how to report abuse.

There were sufficient numbers of staff to meet people's needs safely. We saw on the staff rotas that staff had sufficient travel time. There were systems in place to monitor calls and to ensure staff stayed for the correct amount of time. The provider had followed their recruitment practices to ensure people employed were suitable to work at the service and support people.

Medicines were managed safely, and people told us they received their medicines as prescribed. There was a comprehensive medicines policy in place and staff competency was checked regularly to ensure they could administer medicines safely.

There were systems in place to prevent the spread of infection. Staff had access to sufficient PPE and people we spoke with said staff always wore their PPE when they provided care. Staff had completed training in relation to Infection control and Covid 19.

There were systems in place to ensure lessons were learned and improvements made when things went wrong.

There was a complaints procedure in place and improvements had been made to ensure all complaints were recorded and dealt with in line with the providers complaints policy.

Staff felt well supported by the registered manager and the management team. They described them as approachable and responsive. Staff, people using the services and relatives were encouraged to provide feedback which was analysed and acted upon to drive improvements.

The service worked in partnership with outside agencies.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection and update

The last rating for this service was Requires Improvement (published 31 May 2019). The service remains Requires Improvement. This service has been rated Requires Improvement for the last two consecutive inspections.

The provider completed an action plan after the last comprehensive inspection to show what they would do and by when, to make improvements.

At this inspection we found improvements had been made and the provider was no longer in breach of regulations.

Why we inspected

We received concerns in relation to staff not wearing Personal Protective Equipment (PPE), staff not staying for the agreed time and poor communication with staff due to language barriers. As a result, we undertook a focused inspection to review the key questions of safe and well-led only.

We reviewed the information we held about the service. No areas of concern were identified in the other key questions. We therefor

Inspection areas

Safe

Requires improvement

Updated 15 May 2021

The service was not always safe.

Details are in our safe findings below.

Effective

Requires improvement

Updated 15 May 2021

Caring

Requires improvement

Updated 15 May 2021

Responsive

Requires improvement

Updated 15 May 2021

Well-led

Requires improvement

Updated 15 May 2021

The service was not always well-led.

Details are in our well-led findings below.