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Inspection carried out on 19 August 2019

During a routine inspection

About the service

Ace 24 Consultancy Ltd is a domiciliary care agency providing personal care to people in their own homes. It is a new service with plans for growth and development. At the time of inspection there were 19 people using the service.

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

People appreciated receiving care from regular staff who were kind and respectful. One relative told us, “The staff are good, we are very happy with them.” Others said, “Staff are trained and skilled.” And another commented, “They [staff[ are always very polite and pleasant.”

People and relatives told us that if they had any concerns they were confident to tell the registered manager or care co-ordinator, and it would be dealt with appropriately. People told us if they rang the main office, their call was always answered.

People were referred to health and social care professionals as required. Feedback from one health and social care professional confirmed communication with the service was good.

Safe staff recruitment was followed, and staff had received training from appropriately qualified trainers. Staff wore uniform and carried photographic identification, so people were confident in who was attending. Where people requested staff not to wear uniform, staff wore appropriate clothing to carry out their work safely.

Staff told us they felt supported by the management team and there was always someone on call for advice if required. The registered manager and care co-ordinator were hands-on and worked alongside staff leading by example and providing oversight of the service. However, these observational supervisions of staff were not always recorded.

We have made a recommendation the registered manager seeks best practice in the developing, formalising and recording of staff supervisions and meetings.

The provider was also the registered manager and had oversight of the service. Either the registered manager or the care co-ordinator visited people for spot checks to ensure the quality of the service provided by staff was maintained. This additionally provided people with an opportunity to speak about their experience of the service directly to management.

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 support this practice.

Care plans were person-centred and appropriate risk assessments were carried out to ensure their care needs were met. Medicine administration records showed people were assisted to take their medicines as prescribed. Infection control procedures were followed and staff had enough personal protective equipment (PPE) to carry out their work safely.

This service was registered with us on 7 August 2018 and this is the first inspection

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