17 July 2019
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
This inspection was carried out by one inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
The provider was also the manager registered with the Care Quality Commission. This means that they are 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 we needed to be sure that the provider would be in the office to support the inspection.
Inspection activity started on 18 June 2019 and ended on 26 June 2019. We visited the office location on 26 June to see the provider and office staff; and to review care records and policies and procedures. We made telephone calls to people, their families and staff on 18 and 19 June 2019.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We used the information the 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 six people who used the service and six relatives about their experience of the care provided. We spoke with three members of care staff, a director, registered manager, care co-ordinator and administrator.
We reviewed a range of records. This included five people’s care records and multiple medication records. We looked at five staff files in relation to staff supervision and unannounced spot checks/observations on staff practice. A variety of records relating to the management of the service, including policies and procedures were reviewed.
17 July 2019
About the service
Sisterly Care Ltd is a domiciliary care agency providing personal care to older adults living with families or in their own homes in the community. At the time of our inspection they were supporting 34 people.
Not everyone who used the service received personal care. The Care Quality Commission (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 personal information was not always held securely. The provider did not have a system that protected the information being shared with staff. The provider took immediate action and implemented a system in response to our feedback. We will not be able to confirm if sufficient action has been taken until we next inspect the agency.
People were cared for safely and staff understood their responsibilities to keep people safe from abuse or harm. One person said, “I feel safe with them (staff), I look forward to them coming.” Risk assessments were in place which ensured that staff knew what to do to mitigate the risks identified.
People received their medicines safely and there were effective practices in place to protect people from infection. One person said, “Staff do my medication, it is different every day. Even the younger ones have got their heads round it. I am confident in them.”
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 received the support they required and had access to training. One relative said, “They are a better agency than I have used before. The staff are always competent and always ask if anything else needs to be done, before leaving.”
Staff were kind and caring and passionate about the care they provided. People and their families consistently told us how well looked after they were, and staff were respectful. One person said, “They are very kind, they go over and above.” People's dignity and privacy was maintained, and people felt in control of their lives.
People had individualised care plans which ensured they received person-centred care. Plans considered people's preferences, likes and dislikes and their cultural and religious backgrounds. People knew who to speak to raise concerns and were confident they would be listened to.
The provider was open and honest and strived to look at ways to improve the service. One relative said, “[Registered manager] is very good and asks how the care is going. It is comforting to know that there is ongoing monitoring.” Staff felt well supported and people were confident in the service they received. Staff liaised with other health professionals and looked at ways to improve people's life experiences.
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 7 December 2016).
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 Sisterly Care Limited on our website at www.cqc.org.uk.
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.