Custom Care - Wolverhampton

Updated 30 June 2021

The inspection

This was a targeted inspection to check whether the provider had met the requirements of the specific concern we had about infection control practices.

Inspection team

This inspection was undertaken by one inspector.

Service and service type

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

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 less than 24 hours’ notice of the inspection. This was because we wanted to be sure the registered manager would be present at the service to speak with us.

Inspection activity started on 14 May 2021 and ended on 21 May 2021. We visited the office location on 14 May 2021.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. 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. We used all of this information to plan our inspection.

During the inspection

We spoke with four people who used the service and two relatives about their experience of the care provided. We spoke with nine members of staff including the registered manager, regional manager, field support coordinators and care workers. We reviewed a range of documentation. This included policies and procedures, risk assessments, staff training and supervision, and a variety of records relating to the management of the service.

Updated 30 June 2021

This was our first inspection of Custom Care – Wolverhampton. The inspection site visit took place on 10 September 2018 and was announced.

Custom Care 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 to older adults, younger disabled adults, and children who live in their own homes. Not everyone who uses the service received a regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; support with tasks related to eating and drinking and personal hygiene. Where they do, we also take into account any wider social care provided. The service currently supports 458 people in the community receiving a regulated activity.

At the time of our inspection a registered manager was 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 2008 and associated Regulations about how the service is run.

People told us they felt safe with the support they received from staff. Staff understood how to protect people from harm however, care records were not always up to date and reflective of people’s needs. Risks to people were known by staff. Although there were sufficient numbers of staff; not all people were receiving care at their preferred times and by consistent members of staff. People received support to take their prescribed medicines safely. Staff understood their responsibilities in relation to hygiene and infection control.

People received care from staff who had the skills and knowledge required to effectively support them. Staff gained people’s consent before providing care and supported people to make day to day choices. Staff supported people to meet their nutritional needs and assisted them to access health care professionals when required.

People received support from staff that were kind and caring. People's privacy was respected, and their dignity and independence promoted. People did not always receive care that was responsive to their needs. People knew how to raise any concerns or complaints and felt happy to approach staff. The provider had a system in place to handle and respond to complaints.

The registered manager understood their role and responsibilities. Staff felt supported by the management team and were confident that they could approach the registered manager or provider and would be listened to. People and staff were encouraged to give feedback, and their views were analysed to improve the service delivered. The provider worked in partnership with other agencies and teams, and there were systems in place to drive improvements.