Background to this inspection
Updated
4 March 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
The inspection was carried out by one inspector.
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 the service 48 hours' notice of the inspection. This was because it is a community based service and we needed to be sure the registered manager and provider representative would be in the office to support the inspection.
Inspection activity started on 11 February 2020. We visited the office location on 11 February 2020 and made calls to people and their relatives seeking feedback on 12 February 2020.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We also sought feedback from social care professionals who work with the service. The provider was 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 and made the judgements in this report.
During the inspection
We spoke with five people who used the service and three relatives about their experience of the care provided. We spoke with four members of staff, the registered manager and a representative of the provider. We reviewed a range of records which included five people's care records and four staff files. We looked at a variety of records relating to the management of the service, including policies and procedures.
After the inspection
We continued to seek clarification from the registered manager and provider representative to validate evidence found.
Updated
4 March 2020
About the service
True Homecare Limited is a domiciliary care agency providing personal care to people in their own homes. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of inspection, 50 people were receiving personal care.
People's experience of using this service and what we found
Although we were satisfied people received their medicines as prescribed, some aspects of medicines administration and recording were not always safe. We have made a recommendation about this in the 'safe' section of this report.
People told us they felt safe. Staff understood their responsibilities about keeping people safe. Risks were identified and managed. Incidents and accidents were recorded so that they could be considered and reflected upon to make improvements to the service. Staff understood their responsibilities to prevent the spread of infection whilst working in and between people's homes. Staff were recruited safely and people were happy staff arrived on time and stayed for the correct length of time.
People told us staff were kind and caring. People said staff, including the registered manager, had met their expectations of a care service. People and relatives had high levels of trust in staff which had a positive impact on their wellbeing. Staff supported people to remain independent and promoted their dignity. 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. People's privacy was respected and their personal information was kept confidentially.
Staff had completed training in key areas and were supported to carry out their roles. People and relatives had confidence in staff and were content with the care they received. People were supported to access health services if needed. People's dietary needs were assessed and, where required, were supported with their meals.
People's care plans were up to date about their individual needs and preferences. People received support that met their needs. People and their relatives knew how to complain, although none we spoke with had any complaints.
The service was managed by a registered manager and overseen by a provider representative. They had a clear vision about the quality of care they wanted to provide. Staff were aware of their roles and responsibilities. There were quality assurance systems in place to monitor the quality and safety of the service. There was a focus in the service of openness and continuous improvement.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was good (published 4 August 2017).
Why we inspected
This was a planned inspection based on the previous rating.
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.