During an assessment under our new approach
At the time of the assessment, 69 people were receiving support from the service. Not everyone who used the service received personal care. The Care Quality Commission (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. The assessment was carried out remotely.
The service does not directly employ carers. Instead, it registers care staff and creates personal profiles for clients to review and select their preferred carer. Once selected, the client becomes the carer’s employer. Despite this arrangement, the service retains oversight of care plans and staff training, which is why it remains registered with the CQC. It also plays a key role in conducting initial assessments, ongoing care reviews, and continuous monitoring of care quality and delivery.
There were enough registered carers to meet demand, and the service was actively onboarding new staff. This ensured people had access to a range of staff profiles, supporting them to choose who provided their care and maintain control over their care arrangements.
People were safeguarded from harm. Staff received training on recognising and reporting abuse. Safe recruitment systems were in place, however, some improvements were needed to ensure full adherence to the provider’s recruitment policy.
Care was delivered by staff who understood people’s needs and the importance of providing effective support. Records confirmed that mandatory training was completed. However, some improvements were needed in the way the service recorded client specific training when this was delivered by healthcare professionals directly to the specific carers to ensure records were clear. Checks of staff practices were conducted, but documentation did not always clearly reflect what was observed, especially regarding medicine administration and moving and handling. Staff were offered regular supervision and annual appraisals.
Care and support were responsive to people’s changing needs. Staff demonstrated an understanding of how to meet people’s individual requirements, and people were actively involved in developing their care plans.
Consent was obtained for care delivery, and those important to the individual were included in decision-making. However, improvements were needed in how this consent was documented in care records.
The service fostered a culture of listening, learning, and trust. Managers and office staff were visible, knowledgeable, and supportive, helping staff in their roles. Staff reported feeling supported, valued, and treated fairly, with no concerns about bullying or harassment.