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Everliving Services Ltd Good

Reports


Inspection carried out on 25 October 2019

During a routine inspection

About the service

Everliving Services Ltd is a domiciliary care agency providing personal care to two people at the time of the inspection.

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.

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

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.

Staffs care, and support helped make people feel safe and reassured. Staff understood their duty to report any concerns they had about poor care and potential harm to people. Staff had information and prompts about how to monitor and reduce people’s individual risks. Staff made referrals to external specialist health professionals to seek advice on promoting and maintaining people’s well-being.

Staffing levels met the needs of the people using the service. Trained staff who had their competency to do so checked, safely managed people’s medicines. Staff completed an induction and training to make sure they were competent and confident to deliver safe and effective care and support to people. Staff were able to develop their skills and knowledge by completing further qualifications. Staff had supervisions and competency checks to monitor their skills and knowledge.

Staff supported people to maintain their independence. Staff promoted people’s food and drink intake, and respected people’s privacy and dignity. Staff knew the people they supported well. People had developed caring relationships with staff who understood their support needs and wishes.

People told us staff were kind. People’s personal information was kept confidential. People were involved in discussions and reviews of their care. Staff knew how to promote good infection control practices to reduce the risk of cross contamination.

Trained staff supported people when the person was at the end of their life. The registered manager told us they had already identified the need to document people’s end of life wishes as a guide for staff.

Complaints were investigated and resolved to the complainant’s satisfaction, where possible. Compliments about the care and support people had experienced had been received. Information was available in different formats such as a pictorial easy read format. This helped aid people’s understanding.

Staff felt supported by the registered manager and other staff colleagues. Audits were carried out to monitor the service and address any improvements required. The registered manager notified the CQC of incidents they were legally obliged to notify us of.

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 requires improvement (report published 10 November 2018) and there was a breach of regulation. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.

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.

Inspection carried out on 4 October 2018

During a routine inspection

Everliving Services Ltd is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service of personal care to two adults.

This inspection took place on 4 and 15 October 2018. The inspection was announced. This is the first Care Quality Commission (CQC) inspection since the service registered on 2 June 2017.

Not everyone using Everliving Services Ltd received 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.

There were two registered managers in place. There was only one registered manager present during this inspection.

The provider had failed to carry out required checks to make sure new staff were of a good character and were considered suitable to support people safely. Checks carried out were not in line with the providers recruitment and selection policy.

The provided needed to improve their audit and governance systems so that these could drive forward any improvements required. The registered manager and their staff team linked up and worked with other organisations to ensure people’s well-being.

Staff were trained to meet people’s care and support needs and development opportunities were in place for staff to increase their skills and knowledge. Supervisions and competency checks were in place to monitor and develop staff.

People were having their medication as prescribed. Although there was no evidence of people being placed at risk, some records lacked guidance for staff on whose responsibility it was to order, collect and dispose of people’s medication.

People were supported by staff who knew how to protect people from risk and harm. Staff also knew how to report concerns. Risk management plans provided guidance and information for staff on how to reduce and monitor the risks to people’s health and welfare. Staff knew about the risks to each person. However, more information was needed about the risks posed by people’s specific health conditions.

Care records were held securely in the office to ensure confidentiality and a copy was held in people’s own homes.

Staff had not missed anyone’s care visits. They had arrived on time, or within the agreed plus or minus 5 minutes tolerance. People received a kind and compassionate service from staff who knew their care and support needs well. Staff maintained people’s privacy and dignity when supporting them with their personal care. Staff respected people’s equality and diversity. Staff assisted people, where needed, with their drinking and eating to help people’s well-being.

The registered manager took proactive action to inform staff of their expectations to prevent incidents and accidents from occurring. Staff used PPE when supporting people, so that they maintained prevention and control of infection.

People were involved in their care decisions and staff promoted people’s independence as far as practicable. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible.

When people became end of life staff would work in partnership with other healthcare professionals to ensure people’s care was dignified and comfortable.

People had not yet had to complain but felt that any complaints would be managed, responded to and resolved wherever possible.

Further information is in the detailed findings below. You can see what action we told the provider to take at the back of the full version of the report.