Your Hope Care Ltd

Updated 19 April 2019

The inspection:

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team:

The inspection was completed by one inspector.

The service is required to have a registered manager:

The service had a manager registered with the Care Quality Commission. This means that they are legally responsible for how the service is run and for the quality and safety of the care provided. The registered manager and the provider were the same person.

Service and service type:

Your Hope Care Ltd is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It provides a service to older adults, some of whom were living with dementia. It was providing personal care to four people at the time of the inspection.

Not everyone using Your Hope Care Ltd received regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

Notice of inspection:

We gave the service two days’ notice of the inspection visit. This was because it is small and the manager is often out of the office supporting staff or providing care and we needed to be sure that they would be in.

Inspection site visit activity started and ended on 20 March 2019. We visited the office location on 20 March 2019 to see the manager and to review care records and policies and procedures.

What we did:

Before the inspection:

¿We used information, the provider sent us in the Provider Information Return. Providers are required to send us key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections.

¿We looked at information we held about the service including notifications they had made to us about important events. Notifications are information about important events the service is required to send us by law.

¿We spoke with one health and social care professional.

During the inspection:

¿We spoke with one person receiving support, three relatives of people receiving support, the registered manager and two staff.

¿We inspected four people’s care records, four staff recruitment files, records of accidents, incidents and complaints and other records relating to the running of the service.

Updated 19 April 2019

About the service: Your Hope Care Ltd is a domiciliary care agency. It provides personal care to people living in their own houses and flats. Services are for older adults, some of whom are living with dementia. At the time of the inspection, four people received personal care.

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:

¿The provider had not ensured CQC were notified of all matters, which they are required by law to do. However, they rectified this shortly after the inspection.

¿People and their relatives told us they felt safe with the service and staff. One person’s relative said, “I really hit gold when I found them.” Staff had training in safeguarding and knew how to raise any concerns.

¿People and their relatives knew how to raise any concerns and were confident to do so.

¿People, their relatives and staff had good relationships. People were treated with kindness and compassion. One person’s relative told us, “It’s pretty good, we have a laugh three times a day. Same people every day. Very good, would highly recommend it.”

¿People’s privacy and dignity was promoted and their independence encouraged.

¿Staff knew people well and provided personalised care. The culture of the service was positive and person centred.

¿People’s needs were assessed and planned for before they started using the service. People’s needs and any risks were regularly assessed and reviewed.

¿Staff were trained and supervised to ensure people received the right support.

¿People received their care visits at the right time and staff provided the right support.

¿People were supported to access healthcare services and staff advocated for them when needed.

¿People were supported to have choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

Rating at last inspection: The service registered with the Care Quality Commission on 20 March 2018 and this was their first inspection.

Why we inspected: This was a planned comprehensive inspection, following the registration of the location.

Follow up: We will continue to monitor the intelligence we receive about this service and plan to inspect in line with our re-inspection schedule for those service rated Good.