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Archived: Promedica24 (West Midlands) Limited

Overall: Good read more about inspection ratings

Unit 15, Ensign Business Centre, Westwood Business Park, Westwood Way, Coventry, West Midlands, CV4 8JA 07500 703460

Provided and run by:
Promedica24 (West Midlands) Limited

Latest inspection summary

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Background to this inspection

Updated 20 September 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 was planned to check 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 31 July 2018 and was announced. The provider was given 48 hours’ notice because the location provides a personal care service and we needed to be sure that someone would be in the office. The inspection was carried out by one inspector.

The provider had completed a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. We reviewed the information we held about the service and looked at the notifications they had sent us. A notification is information about important events which the provider is required to send us by law.

We spoke on the telephone with three people who used the service and three relatives. We spoke with three staff, the registered manager for this service and a registered manager from the providers other service and the provider's UK Country Manager.

We reviewed the care records of three people who received support from the service. We looked at service records including staff recruitment, supervision and training records, policies and procedures, complaints and compliments records and records of checks that had been completed to monitor the quality of the service being delivered. We also looked at the results of the most recent satisfaction surveys completed by people being supported by the service and staff.

Overall inspection

Good

Updated 20 September 2018

This inspection took place on 31 July 2018 and was announced. This was the first inspection since the location was registered in May 2017.

This service provides 24 Hour live in personal care to people living in their own houses and flats in the community. It provides a service to older adults and younger adults with learning and physical disabilities. Not everyone using Promedica24 receives a 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.

Staff are recruited by the provider in Poland to support people in the UK. Each care worker supports a person for a period of between six and twelve weeks in their home. Staff then have a break of between one and three months, when a different member of staff provides support. At the time of our inspection the service was providing personal care and support to 13 people.

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 and associated Regulations about how the service is run.

People’s safety was promoted with staff member(s) being in their home 24 hours, seven days a week. Staff knew their responsibilities to protect people and who to report any concerns to. People’s risks had been identified, assessed and plans had been developed that showed staff the steps needed to ensure people were at low risk of harm or injury. People who had support with their medicines had them administered when needed, with staff who were trained and competent to do so. Staff profiles were given to people so they had an overview to see if the staff member would be suitable in terms of interests. Staff remained with the person over a set period of time and stayed with the person over that period to ensure they were available to meet people’s needs. People were protected from the risk of infection as staff practice followed good practice guidance.

Staff had received training before starting to work for the provider, which ensured their skills and knowledge reflected the needs of the people they cared for. This included an English language test as all staff were recruited in Poland. Staff were supported with regular meetings with their care manager or the registered manager. The management team checked that staff were working as expected, which involved the person receiving the care to check they were happy with the staff in their home. People were supported with their meals and staff gave people a choice or provided the assistance needed to enjoy their meal. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. Staff were knowledgeable about people’s capacity to make decisions. People attended healthcare appointments as required and staff would help with telephone calls and reminders if needed.

People got to know their staff member and spent time together so they were provided with a personalised service in their home. Staff spent time chatting and getting to know people while providing care and support. People received care that met their needs and had been able to tell staff how they wanted their care. Staff were considerate and supported people in maintaining their dignity.

People’s views and decisions about their care had been recorded and were changed when needed. People knew how to make a complaint and information was provided to people who used the service should they wish to raise a complaint.

People, their family members and staff felt the management team were accessible and could speak with them to provide feedback about the service. The management team had kept their knowledge up to date. The provider ensured regular checks were completed to monitor the quality of the care that people received and to action where improvements were needed.