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Carers Direct Homecare Ltd Good

The provider of this service changed - see old profile

Inspection Summary


Overall summary & rating

Good

Updated 30 April 2021

About the service

Carers Direct Homecare Limited is a domiciliary care service. The service provides care and support to people living in their own homes. At the time of the inspection there were 152 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

People and their family members spoke highly of the service they received. They praised the management of the service and the effective communication, with both themselves and each other. They told us how they felt reassured and safe as staff followed government guidance on COVID-19. A family member told us, “I am confident that the company is well managed and efficient. They have handled COVID-19 and lockdown regulations really well. I would definitely recommend this service with confidence.”

People told us the service was very reliable and that they were supported by a core group of staff who they had developed positive and supportive relationships with. People spoke of the kind and caring approach of staff, and that staff were able to converse with them in their first language of Punjabi, English and Guajarati. A family member told us, “The standard of care is always the same, they don’t rush the care. I think the correct word is empathetic. They are proactive and they are consistent.”

Staff were aware of their responsibilities in safeguarding people and knew how and who to raise concerns with. People were supported by a core group of staff who had undergone a robust recruitment process. Staff upon their appointment underwent a period of induction and a programme of training which was regularly updated.

People’s safety was promoted by staff who followed guidance on how to reduce potential risk. People were supported with their medicine’s safely by staff who had had their competency assessed. The registered manager and staff adhered to government guidance in relation to COVID-19 to promote the safety and wellbeing of people and themselves.

The management team were aware of their role and responsibilities in meeting their legal obligations. Systems to monitor the quality of the service were in place and were used to develop the service and drive improvement. People’s views and that of their family members and staff were regularly sought.

Good communication between the registered manager, staff and external partner agencies enabled the service to support people well. The registered manager provided key information, such as surveys and information about COVID-19 in Asian languages.

The registered manager had worked with local Asian radio stations to share information both for the service, and the wider community.

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 9 March 2020)

Why we inspected

We received concerns in relation to inconsistent infection prevention measures being adopted by staff. As a result, we undertook a focused inspection to review the key questions of Safe and Well-led only.

We reviewed the information we held about the service. No areas of concern were identified in the other key questions. We therefore did not inspect them. Ratings from previous comprehensive inspections for those key questions were used in calculating the overall rating at this inspection.

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

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.

Inspection areas

Safe

Good

Updated 30 April 2021

The service was safe.

Details are in our safe findings below.

Effective

Good

Updated 30 April 2021

Caring

Good

Updated 30 April 2021

Responsive

Good

Updated 30 April 2021

Well-led

Good

Updated 30 April 2021

The service was well-led.

Details are in our well-Led findings below.