Background to this inspection
Updated
6 October 2020
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
This inspection was completed by two inspectors.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
The service had a manager registered with the Care Quality Commission. 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 a short period notice of the inspection because we needed to be sure the registered manager would be in the office to support the inspection.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used this information to plan our inspection.
The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service. We used all of this information to plan our inspection.
During the inspection
We spoke with five relatives and one person who used the service about their experience of the care provided. We spoke with five members of staff including four care staff and the registered manager.
We reviewed a range of records. These included three people's care records and medication records. We looked at three staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
After the inspection
We continued to seek clarification from the provider to validate evidence found.
Updated
6 October 2020
About the service
Request Services Ltd is a domiciliary care service providing personal care to 25 people at the time of the inspection. The service provides support to children and adults, some of whom have a learning or physical disability or who may be living with dementia. The service provides critical care packages for people with complex health care needs.
People’s experience of using this service and what we found
People and their relatives were very satisfied overall with the service provided. A relative commented, "We enjoy the relationship with the service" and a person said, "On the whole, I am very impressed."
Staff protected people from the risk of abuse. Staff assessed potential risks to people and ensured their safety was managed. People received their care from sufficient numbers of staff whose suitability for their role had been assessed. Staff received their medicines safely from trained and competent staff. People were protected from the spread of infection.
People’s needs were assessed and delivered in accordance with current guidelines. Staff received appropriate support in their role. Staff ensured people were supported to eat and drink safely.
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.
The registered manager created a positive culture which was person centred and focused on achieving good outcomes for people. The registered manager welcomed feedback from people and staff. Staff understood their role and were accountable for their work, as there was a clear governance framework. The provider had processes in place to drive improvements in the service. Staff worked across agencies to provide joined up care for people.
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 (28 December 2019).
Why we inspected
We carried out an announced comprehensive inspection of this service on 18 and 19 November 2019. Breaches of legal requirements were found. The provider completed an action plan after the last inspection to show what they would do and by when to improve staff recruitment, staff support and improving care.
We undertook this focused inspection to check they had followed their action plan and to confirm they now met legal requirements. This report only covers our findings in relation to the key questions safe, effective and well-led which contain those requirements.
The ratings from the previous comprehensive inspection for those key questions not looked at on this occasion were used in calculating the overall rating at this inspection. The overall rating for the service has changed from requires improvement to good. This is based on the findings at this inspection.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Request Services Ltd on our website at www.cqc.org.uk.
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.