Star Care UK Limited

Updated 24 July 2019

The inspection

We carried out our inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. Our inspection checked whether the provider was 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.

Inspection team

Our inspection was completed by one inspector and an expert by experience. An expert by experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and

flats in the community. 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

Our inspection was announced. We gave the service 48 hours’ notice of the inspection visit because staff were often out of the service or providing care. We needed to be sure that they would be in.

What we did before the inspection

Our inspection was informed by evidence we already held about the service. We also checked for feedback we received from members of the public, the local authority and clinical commissioning groups (CCGs). We checked records held by Companies House and the Information Commissioner’s Office (ICO).

We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections.

During the inspection

We spoke with the registered manager, a care coordinator and four care workers. We reviewed three people’s care records and medicines records, three staff files, audits and other records about the management of the service. We spoke with nine people who used the service and one relative.

Updated 24 July 2019

About the service

Star Care UK Limited is a service providing personal care to people in their own homes. The service supports older people, most of whom required support to rehabilitate to live independently often after a stay in hospital. 190 people were in receipt of care 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

Although people received medicines safely we made a recommendation regarding the way staff record medicines. The provider assessed risks to people, including those relating to medicines, and took action to reduce the risks. Staff followed best practice in relation to infection control. The provider checked staff were suitable to work with people during recruitment. There were enough staff to support people safely and people received care at the agreed times.

Staff received regular supervision to support them in their roles. Staff received an induction and training to understand people’s needs and the provider was reviewing the training provided. People received the support they needed to maintain their day to day health and in relation to eating and drinking. 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.

People described staff positively, as kind, caring and professional. Staff treated people with dignity and respect and encouraged them to maintain their independence. People were involved in their care and also in developing their care plans. People’s care was personalised to meet their needs and preferences. People’s communication needs were met. The provider responded to complaints appropriately.

Two experienced registered managers were in post who were also directors of the company. People, relatives and staff told us the service was well-led and they were suitably engaged with. The provider oversaw the service with a system of checks and audits to ensure high standards were maintained. The provider followed their action plan to improve the service since our last inspection.

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 July 2018).

Why we inspected

This was a planned inspection based on the rating at the last inspection.

Follow up

We will continue to monitor intelligence we receive about the service until we return to visit as per our inspection programme. If any concerning information is received, we may inspect sooner.