Callquest For Care

Updated 21 November 2019

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked whether the registered provider was meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team

The inspection was completed by one inspector.

Service and service type

Callquest For Care is a domiciliary care registered to provide personal care to people living in their own homes.

The service had a manager registered with the Care Quality Commission. The registered manager was also the registered provider. The registered provider is legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the registered provider would be in the office to support the inspection.

What we did before the inspection

We spoke by telephone with a relative of the person who used the service.

We reviewed information we had received about the service since it was registered. We sought feedback from the local authority and professionals who work with the service. We used information the registered provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We spoke with the registered provider at the service’s office and reviewed records describing how care had been provided both for the person using the service and for the people who no longer did so. We examined documents and records relating to how the service was run including health and safety, the management of medicines, learning lessons when things had gone wrong, obtaining consent and staff training.

After this we visited the residential care setting and spoke with the person using Callquest For Care.

Updated 21 November 2019

About the service

Callquest For Care is a domiciliary care service registered to provide personal care for older people, younger adults, people who live with dementia and people who have physical adaptive needs.

The registered provider was also the registered manager.

At the time of this inspection one person was receiving care. The person who lived in a residential care setting had chosen to have care calls to add to the assistance they received from residential care staff. The care staff in the residential setting provided all the care the person needed. However, the person had chosen to receive extra support by means of the care calls.

The service did not employ any care staff with care being delivered by the registered provider themselves.

The Care Quality Commission (CQC) only inspects the service being received by people provided with personal care, where they do we also take into account any wider social care provided.

People's experience of using the service

The person using the service and their relative were positive about the care provided. Three people had used the service since it was registered but no longer did so at the time of the inspection visit. A ‘thank-you’ card from one of these people said, “I want to thank you sincerely for the care you are giving to me and for the obvious affection with which you help.”

People had been safeguarded from the risk of abuse. Safe care and treatment had been provided in line with national guidance from the registered provider who had the knowledge and skills they needed. Care calls had been reliably completed and safe recruitment practices were in place. There were arrangements to support people to take medicines safely and to learn lessons if things went wrong. Good standards of hygiene were maintained. There were arrangements to help people quickly receive medical attention when necessary.

People had been supported to have maximum choice and control of their lives and the registered provider had supported them in the least restrictive way possible and in their best interests. The policies and systems in the service supported this practice.

The person using the service experienced care that promoted their dignity and respected their privacy. They were supported to express their views about things important to them. Confidential information was kept private.

People had been consulted about the assistance they wanted to receive and had been given information in an accessible way. There were arrangements to help people maintain relationships, quickly resolve complaints and to treat people with compassion at the end of their lives so they had a dignified death.

Quality checks were completed and people had been consulted about the development of the service. There were systems and processes to promote good team work. Regulatory requirements had been met and joint working was promoted.

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

Rating at last inspection

The service was registered with us on 3 October 2018 and this is the first inspection.

Why we inspected

This was a scheduled inspection based on the timescale for unrated services.

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.