You Before Me Care

You Before Me Care is a domiciliary care agency providing personal care to younger and older people, people with a physical disability and people with dementia living in their own homes. At the time of inspection, the service was supporting 21 people.

People’s experience of using this service and what we found

Staff were not always recruited safely following the legal requirements and with the correct paperwork in place.

Systems and processes for management and quality monitoring needed improvement to support the effective running of the service. Medicines were monitored effectively although there was some improvement needed in the responsibility for providing support.

People were generally happy with the service provided and gave positive feedback. People said staff were kind and caring, respected their privacy and dignity and felt safe with them. They would recommend the service to others. Positive comments were made about the visibility, caring, and professionalism of the registered manager.

Risks to people's health and wellbeing were assessed and adequately recorded in their care plans in order to understand and mitigate those risks. Staff knew how to safeguard people from harm. Infection prevention and control procedures were in place in line with government guidance.

Staff received all the necessary training to support them in their role. Checks on staff members competency were undertaken. Supervision and support systems were in place for staff and they felt supported by the registered manager. People’s end of life care arrangements had been discussed as part of their assessment.

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's capacity was adequately assessed and recorded to ensure their rights were protected.

People's oral health care and communication needs were recorded. Where required, people received help with eating and drinking which met their needs and preferences. The provider logged and responded to complaints. People's feedback about their care was sought through reviews and checks and they felt included in their care arrangements.

The registered manager was open and accessible and communicated with people well. They provided ‘hands-on’ care and support and worked with health and social care professionals making referrals when needed.

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

This service was registered with us on 14 May 2018 as Flamelilly Care Office and changed their name to You Before Me Care which was registered with us on 15 November 2019 and this is the first inspection.

The last rating for the service under the previous provider Flamelilly Care Office at the same premises was Good, published on 29 August 2019.

Why we inspected

This inspection was prompted by a review of the information we held about this service.

We have identified a breach in relation to Regulation 19 fit and proper persons at this inspection.

Please see the action we have told the provider to take at the end of this report.

Follow up

We will meet with the provider following this report being published to discuss how they will make changes to ensure they improve their rating to at least good. We will continue to monitor information we receive about the service, which will help inform when we next inspect.

Flamelilly Care Office is a family run domiciliary care agency. It provides personal care to people living in their own homes. It provides a service to people aged 18 upwards, including people with physical disability and people living with dementia. At the time of the inspection 21 people were 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

The registered manager worked a lot of their time providing care and support. This had impacted on them fulfilling their management responsibilities effectively and having good oversight of the service’s administration systems. The provider was taking action to address this by appointing a staff member to support the registered manager in these areas.

Staff supported people to keep safe, and ensure they received their medicines as prescribed. We have recommended the registered manager uses a reputable source to support them in developing their medicines management records to reflect a domiciliary setting.

People were supported by management and staff who enjoyed their work and were highly motivated in developing and providing a quality service.

Relatives praised the level of care and support their family members received. Their comments included, “We feel we have fallen on our feet with Flamelilly,” and, “Although a business they bring in the human side.”

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 monitored people’s health and welfare and where applicable, liaised with external health and social care professionals. They encouraged people to eat healthy and drink enough fluids to ensure their wellbeing.

Relatives told us there had been no missed visits and people were supported by the same core staff who were skilled, kind, patient and compassionate. Staff knew people well and had developed good relationships with people.

People were consulted over their care and support needs and actively encouraged to make decisions for themselves. Care plans were person centred. Staff were responsive in identifying and reviewing changes to support good physical and mental health.

The new service was developing a good reputation within the community, with new people accessing it on the recommendation of others.

Relatives described the registered manager as approachable, who actively sought their views of the service to support them in driving continuous improvements.

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

Rating at last inspection

This service was registered with us on 14/05/2018 and this is the first inspection.

Why we inspected

This was a planned inspection based on a new service.

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.