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CRG Homecare Lincolnshire Good

Reports


Inspection carried out on 4 March 2019

During a routine inspection

About the service:

CRG Homecare Lincolnshire is a domiciliary care agency providing care to people in their own homes. It was providing personal care to 249 people at the time of the inspection.

People’s experience of using this service:

Most people told us they were happy with the service they received. Some people raised concerns about the timing of visits and the continuity of staff. The registered manager and provider had already identified these areas of concern and had taken action to improve the quality of care provided to people.

There were enough staff available to meet people’s needs and the provider continued to recruit staff to ensure they maintained staffing at an appropriate level. Staff received training and support to ensure they provided safe care to people. The provider had systems in place to ensure best practice guidance was shared with staff. Safe recruitment practices were followed.

Risks to people had been identified and care was planned to keep people safe. Where needed equipment was available and staff had received training in how to use it safely. Staff had received training in infection control and knew how to minimise the risk of spreading germs. Medicines were safely managed. People’s ability to eat and drink safely had been assessed and where necessary people had been referred to healthcare professionals.

People’s care plans reflected the care they needed and people had been involved in planning and reviewing their care. People’s ability to make decisions for themselves were assessed and where needed family and healthcare professionals were involved in making decisions in their best interest.

Formal complaints were dealt with effectively, however people told us issues raised informally were often not resolved and the provider did not contact them to discuss their concerns.

We have made a recommendation about the management of complaints.

There were effective systems in place to monitor the quality of care provided and they had already identified the concerns raised around call times and consistency of staff.

Rating at last inspection:

The service has not previously been rated.

Why we inspected:

This was a planned inspection based on the previous rating.

Follow up:

We will continue to monitor intelligence we receive about this service until we return to visit as per our reinspection programme. If any concerning information is received, we may inspect sooner.

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