Yourcare24

Yourcare 24 is a domiciliary care agency providing personal care to people living in their own homes. At the time of our inspection there were 254 people using the service.

People’s experience of the service and what we found:

The provider had systems in place to safeguard people from the risk of abuse. Staff understood their responsibilities and told us they would report any concerns to the management team immediately.

Risks associated with people’s care were identified and managed safely. People told us they received their medicines as prescribed.

The providers recruitment system was robust and ensured suitable staff were employed. People and their relatives told us staff arrived at the expected time and stayed at the call for the allotted time.

Accidents and incidents were recorded, action was taken to mitigate future incidents.

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.

Staff told us they received appropriate training which gave them the skills to carry out their role.

People, and relatives were complimentary about the service they received, commenting that the management team were approachable, and the carers were kind and considerate. Professionals praised the service for their commitment to providing person centred care.

Care plans were person centred and offered staff guidance about how to support people. Staff told us they were keen to ensure care was delivered in line with people’s preferences.

The management team had an effective system in place to monitor the quality of the service. The registered manager was responsive to comments and feedback and used this to develop the service.

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 good, (published 31 October 2018).

Why we inspected

We undertook a focused inspection to review the key questions of safe and well-led only. For those key questions not inspected, we used the ratings awarded at the last inspection to calculate the overall rating.

You can read the report from our last comprehensive inspection by selecting the ‘all reports’ link for Yourcare24 on our website at www.cqc.org.uk.

Follow Up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.

YourCare24 is a domiciliary care service that provides personal care to people living in their own homes. It provides a service to older adults in the Sheffield area and the agency office is in Rotherham.

This was the first inspection for this service since they registered with the Care Quality Commission in November 2017.

The service had a registered manager. 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 were safe as the staff team knew them well. Staff knew how to recognise and respond to any safeguarding concerns, and any learning from such incidents was shared with staff.

Staff made sure risk assessments were in place and took actions to minimise risks without taking away people's right to make decisions.

People told us there were enough staff to help them when needed. Staff told us there were enough staff to provide safe care and support to people. Advanced planning meant that staffing levels were reviewed and reflected the needs of people who used the service.

People's medicines were checked and managed in a safe way.

Recruitment was appropriately managed as relevant background checks had been completed prior to employment, to ensure staff were safe to work with vulnerable people.

People were supported to have maximum 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. The registered manager was aware of current procedures and guidance for best practice, and this was evident in the policies in use at the service.

Staff attended induction training where they completed mandatory training courses and could shadow more experienced staff giving care. All new staff were taking part in the Care Certificate which teaches the fundamental standards within care. Ongoing training was offered to staff and mandatory areas of training were kept up to date.

People told us care workers understood confidentiality, dignity and respect. We were told care workers were very committed to the people they cared for, building a good rapport and taking time to get to know them.

Although no complaints had been received we found a clear policy and procedure in place. People felt able to raise any issues with any of the staff and were confident these would be addressed. We saw evidence of many compliments in the recent surveys undertaken and completed by people and relatives.

Staff spoke highly of the teamwork and how supportive colleagues were of each other. They ensured people were treated with kindness and compassion, and provided significant emotional support when people became anxious. Privacy and dignity was promoted always.

It was evident the registered manager and his staff team were striving for the best outcomes for people who used the service through utilising the partnerships they had built up with external services. The quality assurance systems showed how the service continually sought to improve.

Further information is in the detailed findings below.