Archived: Your Quality Care Services Limited

Your Quality Care Services Limited is a domiciliary care service providing personal care to 24 people living in their own homes in the Haywards Heath and Burgess Hill areas. People using the service were both young and older adults with a range of care and support needs. These included dementia, physical disabilities and Asperger's syndrome.

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 told us that they were happy with the service they received. One person said, “It's like a little family. We are well looked after. I would recommend them.”

People were protected from avoidable harm and abuse. Safeguarding policies and procedures were being followed, while staff recognised signs of abuse and had reported any concerns.

People told us that staff helped them to feel safe. Risk assessments and care plans guided staff in how to provide care safely and how to support staff to manage specific health needs. People were protected from the spread of infection by staff who wore appropriate protective equipment.

There were enough suitable staff employed to cover all the care visits. People said they received their calls on time and for the duration that they expected. Staff supported people to have their prescribed medicines safely. People were supported to eat and drink when this was part of their support.

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 were supported by staff who knew their needs well and provided person centred and responsive support. People knew how to make a complaint should they need to. People were supported compassionately in their homes at the end of their lives.

People spoke positively about the engagement and involvement of the registered manager. The registered manager received good levels of support from the provider and operational staff to ensure that the quality of the care provided was monitored effectively.

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 (published 13 March 2019). There were three breaches of regulation in relation to people’s safety, safeguarding and the leadership and management of the home. 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. The overall rating for the service has changed from requires improvement to good. This is based on the findings at this inspection.

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.

Your Quality Care Services (Burgess Hill) is a domiciliary care service providing personal care to 24 people living in their own homes. People using the service were both young and older adults with a range of care and support needs. These included dementia, physical disabilities and Asperger’s syndrome.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk.

People’s experience of using this service:

¿People’s medicines were not always managed safely. Medicines errors were not identified or investigated to ensure people’s safety.

¿There was an inconsistent approach to the management of risk. Risks relating to people’s health needs had not always been assessed.

¿People were not always protected from the risk of abuse. The registered manager had failed to identify incidents that had the potential to cause harm to people.

¿Lessons from incidents were not always learned and used to improve the care people received or guidance for staff.

¿There were no formal quality assurance processes in place to drive improvements to the service. The registered manager had not identified issues in practice that we identified at the inspection.

¿The registered manager lacked oversight of the governance of the service and were not following the providers policies in relation to medicines management and safeguarding.

¿Recruitment processes were robust and ensured staff were safe to work with people before they started working at the service.

¿People were supported to access healthcare services.

¿Staff had access to a range of training opportunities that supported them to care for people's specific needs.

¿People told us staff gained their consent before carrying out any care or support. People’s care plans directed staff to offer people choices.

¿People and their relatives all told us staff were kind and compassionate.

¿One person told us, “The service is efficient, they really know what matters to their clients and support people in the way they like. The staff are very kind to me.”

¿People and their relatives, if appropriate, were fully involved in discussions about their care. ¿Staff supported people to maintain their independence.

¿People's care was person centred and their care plans contained information about their life history, preferences and the way in which they like to be supported.

¿People told us they had no need to make a complaint but would feel comfortable to do so if needed.

¿People, their relatives and staff were all complimentary of the management of the service.

¿People, staff and relatives were engaged and involved in the service provided.

¿Staff worked in partnership with other organisations to ensure people's needs were met.

Rating at last inspection:

This was the first inspection of the service.

Why we inspected:

This was a planned inspection based on the date the provider registered with the Care Quality Commission to provide a regulated activity at this location.

Enforcement:

Please see the ‘Action we told provider to take’ section towards the end of the report.

Follow up:

We will continue to monitor the intelligence we receive about this home and plan to inspect in line with our re-inspection schedule for those services rated Requires Improvement.