Care24Seven is a domiciliary care agency providing a range of services including personal care to people in their own homes. At the time of our inspection, there were 36 people using the service.
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
Incidents and accidents were recorded appropriately, and appropriate action taken, but records did not always include an analysis or evidence of lessons learned. However, the provider was transparent and there was clear communication within the team, so they learnt from mistakes and made improvements when things went wrong.
People's care and risk management plans set out the care tasks they required help with and these contained information about people and their preferences for how they liked to be supported.
People told us they felt safe. Where there were risks to people’s safety and wellbeing, these had been assessed and the provider had done all that was reasonably practicable to lessen those risks.
There were systems in place to monitor the quality of the service and recognise when improvements were required.
We received positive feedback from people and their relatives about using the service. Staff sometimes provided extra support and assistance to people when this was not part of people's contractual care arrangements.
The provider made sure there were enough staff deployed to support people and staff usually arrived at people’s homes on time. Staff received induction, training and supervision and felt supported in their roles.
The provider sought feedback from people, relatives and staff and used this to develop the service. People and staff were confident they could raise any concerns they had with the registered manager and felt they would be listened to.
The registered manager and senior staff were responsive to and worked in partnership with other agencies to meet people’s needs.
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.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection and update
The last rating for this service was requires improvement (published 11 March 2020) and there were multiple breaches of regulation. Since this rating was awarded the service has moved premises. We have used the previous rating to inform our planning and decisions about the rating at this inspection.
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
We received anonymous concerns in relation to the standard of care people received. As a result, we undertook a focused inspection to review the key questions of safe, effective, responsive and well-led only.
We reviewed the information we held about the service. No areas of concern were identified in the other key question. We therefore did not inspect this. Ratings from previous comprehensive inspections for this key question were used in calculating the overall rating at this inspection.
The overall rating for the service has changed from requires improvement to good. This is based on the findings at this inspection.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Care24Seven on our website at www.cqc.org.uk.
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.