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Inspection carried out on 25 February 2020

During a routine inspection

About the service

Dandelion Home Care is a domiciliary care service providing personal care to people living in their own homes. At the time of the inspection there were four 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’s safety was promoted. Staff recognised the signs of abuse and knew how to report concerns to protect people. Potential risks to people’s safety had been assessed, managed and monitored. People were supported to maintain good health. Staff supported people with their medicines and ensured they had access to health care services when needed. People’s dietary needs were met.

People were supported by kind and caring staff who they trusted. Safe staff recruitment processes were followed. Arrangements were in place to ensure all staff had the skills and knowledge they required to meet people’s care and support needs. There were enough staff to provide the care and support people needed.

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 made decisions about all aspects of their care which were documented in their care plans and respected by staff.

People received person centred care. People’s care plans reflected their individual preferences, diverse cultural needs and how they wished to be supported. People’s privacy and dignity was respected. People had developed positive relations with staff who were reliable and caring. The manager and director were committed to non-discriminatory practices and worked flexibly to promote people’s lifestyle choices and social engagement.

Everyone we spoke with told us the manager and director were approachable and they were confident concerns would be addressed. The provider had systems in place to monitor the quality of care provided. People’s views about the service were sought individually and through surveys. The manager was responsive and addressed issues identified quickly to improve their system of recording incidents and accidents.

The service did not have a manager registered with Care Quality Commission (CQQ) although the manager had begun the process. Following the inspection visit the manager, who was also the provider was confirmed as the registered manager for 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 ‘not rated’ (published 13 September 2019) because there was insufficient evidence.

Why we inspected

This was a planned inspection based on the previous rating. You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Dandelion Home Care 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 carried out on 20 August 2019

During a routine inspection

About the service

Dandelion Home Care is a domiciliary care agency providing personal care to a range of people living in their own homes. The Care Quality Commission (CQC) only inspects where people received personal care. This is to help with personal hygiene and eating. Where they do we also consider any wider social care provided. At the time of the inspection two people were receiving personal care for less than six months. There was insufficient information to give the service a rating.

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

The service did not have a registered manager. The provider showed their plans to ensure the service had a manager. The provider was aware of their legal responsibility and worked in an open and transparent way. The provider’s policies, procedures and a business continuity plan were in place. Some systems were in place to monitor the quality of service provided to enable the provider them to drive improvements.

People felt safe with the staff who provided support they needed. The provider and director were trained on safeguarding procedures; understood what abuse was and the actions they should take if they had concerns that people were at risk.

The provider assessed people’s needs before they used the service. Risk assessments were completed, and care plans included guidance about the level of support people required to meet their needs in a safe way.

People were supported to maintain their health. Staff supported people with their medicines and accessed health care services when needed. People were supported to plan their meals and the meals prepared met their dietary needs and preferences.

Staff recruitment procedures were in place to ensure people were protected from unsuitable staff. The provider and the director had the appropriate police checks. They were trained to provide care and meet people’s needs effectively. Arrangements were in place to ensure staff completed an induction and training for their role and received regular supervision and support.

People received timely care and support from reliable and caring staff. People’s privacy, dignity and independence was promoted. 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.

The provider and director had a good understanding of people’s needs, preferences and cultural needs. Care plans were personalised and reflected how people wished to be supported, to maintain their independence, and their links with family, friends and the wider community.

People’s views about the service were sought individually and surveys. People were confident complaints would be listened to and acted on. The provider’s complaints procedure was provided to people when they started to use 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

This service was registered with us on 25/07/2018 and this is the first inspection.

Why we inspected

This was a planned inspection based on the date of registration and when the service began to provide care to people.

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.