Archived: Promedica24 (Wiltshire) Limited

Updated 15 August 2018

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

This inspection took place on 3 and 17 July 2018 and was announced.

We gave the service 48 hours’ notice of the inspection visit as we needed to be sure someone would be available in the office.

Inspection site visit activity started on 3 July 2018 and ended on 17 July 2018. We visited the office location on 3 and 17 July 2018 to see the manager and office staff; and to review care records and policies and procedures. On 17 July 2018 we visited people in their own homes. On 16 and 19 July 2018 we spoke with people and relatives by telephone.

The inspection was carried out by one inspector.

Prior to the inspection we looked at information we held about the service. This included notifications received from the service. Providers are required under the law to send notifications to CQC relating to specific events. We looked at the Provider Information Return. This is information we require providers to send us at least once annually 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 and made the judgements in this report.

During the inspection we spoke with four people who used the service and two people's relatives. We spoke with three care workers, a care manager, the Registered Manager, the Executive Director, the Quality Assurance Director and the Chief Executive Officer.

We Looked at six people's care records, four staff files and other records relating to the management of the service.

Updated 15 August 2018

Promedica24 (Wiltshire) Limited provided live in care staff to people living in their own homes. Care staff were recruited in Poland and came to the UK to provide care and support for a set period of time. Not everyone using Promedica24 (Wiltshire) Limited received regulated activity; CQC only inspects the service being received by people provided with 'personal care'; help with tasks related to personal hygiene and eating. We also took into account wider social care provided. At the time of the inspection there were 38 people receiving the regulated activity of personal care.

This inspection was carried out on 3 and 17 July 2018. This was the first inspection of this service.

There was a registered manager in post. 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.

There was a strong person-centred culture throughout the organisation that valued everyone as unique individuals. This ensured people received high quality care from staff who were kind and compassionate. Throughout the inspection there was an open and enthusiastic atmosphere. The management at all levels provided a positive and honest response to the inspection process.

Staff were friendly and approachable. They took time to develop positive relationships with the people they supported. This was promoted by the systems in place to match care workers with people.

People were supported to maintain and develop relationships within their local community and to pursue interests and activities. This had a positive impact on their well-being.

Staff received on-going training and support that ensured they had the skills and knowledge to meet people’s needs. Relatives were complimentary about the professionalism and skills of staff.

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.

Risks to people were assessed and there were plans in place to manage the risks. Medicines were managed safely and people were supported to take their medicines as prescribed. The provider had effective recruitment processes in place that ensured they made safe recruitment decisions.

Care plans contained detailed information and were regularly reviewed with people to ensure they reflected current needs.

People and relatives were confident in the management of the service and were comfortable to raise concerns. Concerns were responded to in an open and transparent way.

There were effective systems in place to monitor and improve the service. There were clear improvement plans in place that were informed by feedback received about the service from people and relatives. This promoted a collaborative approach to improvement.