Quality First Care Services

Updated 19 September 2019

The inspection

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.

Inspection team

The 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 homes.

The service had a manager registered with the Care Quality Commission. This means that they and the provider 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 it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 18 July 2019 and ended on 23 July 2019. We visited the office location on 18 and 23 July 2019. The Expert by Experience spoke with people and relatives on the telephone on 19 July 2019.

What we did before the inspection

We reviewed information we had received about the service since their registration. We sought feedback from the local authority and professionals who work with the service. 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 this information to plan our inspection.

During the inspection

We spoke with five people who used the service and ten relatives about their experience of the care provided. We spoke with seven members of staff including the nominated individual (who was the clinical lead), the registered manager, the strategic director, one senior healthcare assistant and three healthcare assistants. The nominated individual is responsible for supervising the management of the service on behalf of the provider.

We reviewed a range of records which included five people's care records and five staff files, in relation to recruitment and staff supervision. We looked at a variety of records relating to the management of the service, including policies and procedures.

After the inspection

We received written feedback from six staff members and five health professionals.

Updated 19 September 2019

About the service

Quality First Care Services is a domiciliary care agency providing personal care to people in their own homes. 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. At the time of inspection, 26 people were receiving a regulated service.

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

People told us staff were exceptionally kind and caring. People said staff, including the registered manager, had exceeded their expectations of a care service. People and relatives had exceptionally high levels of trust in staff which had an extremely positive impact on their wellbeing. People, relatives and health professionals described staff as “outstanding,” “brilliant” and “superb.” Staff supported people to remain independent and promoted their dignity. People's privacy was respected and their personal information was kept securely.

People told us they felt safe. Medicines were managed effectively. Staff understood their responsibilities about keeping people safe. Risks were identified and managed well. Incidents and accidents were monitored to inform practice and make improvements to the service. Staff understood their responsibilities to prevent the spread of infection whilst working in and between people's homes.

Staff had completed training in key areas and were supported to carry out their roles. People had confidence in staff and were content with the care they received. People were supported to access health services if needed. People's dietary needs were assessed and, where required, people were supported with their meals. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

People's care plans were up to date about their individual needs and preferences. People received support that met their needs. People and their relatives knew how to complain, although none we spoke with had any complaints.

The service was managed by a registered manager who had a clear vision about the quality of care they wanted to provide. Staff were aware of their roles and responsibilities. There were a number of quality assurance systems in place to monitor the quality and safety of the service. There was a focus on continuous improvement.

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

Rating at last inspection

This is the first inspection of this agency which registered with CQC on 1 August 2018.

Why we inspected

This was a planned inspection based on the date the agency first registered with CQC.