Gemini Exclusive Care

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

People were supported safely by staff. Systems and processes were in place to monitor this. Recruitment procedures ensured that only suitable staff were employed to support people. There were sufficient staff to meet people’s needs.

People received the support they required with their medicines. Staff worked consistently within the providers policy and procedure for infection prevention and control. Staff said they had a constant supply of personal protective equipment for use.

People’s needs were assessed and reviewed in detail before receiving a service. People’s health care needs were documented, and staff knew when to liaise with health care professionals as required. Staff had the knowledge and experience to meet people’s needs.

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.

Feedback from people and relatives told us that people were supported with respect and dignity, and they had their independence promoted when required.

Complaints procedures were in place and staff told people how to use them. The providers systems and processes monitored the quality of the service being provided. People’s views and were sought through surveys, which were analysed and used to identify where improvements were needed.

The registered manager ensured that checks and audits were in place and used effectively to drive improvements. Staff were supported through ongoing monitoring and good communication. Information was shared with staff to support in the delivery of good quality care .

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

Rating at last inspection and update

The last rating for this service was requires improvement report published 14 February 2020.

The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.

Why we inspected

This inspection was prompted by a review of the information we held about this service. The overall rating for the service has changed from requires improvement to good based on the findings of this inspection. You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Gemini Exclusive Care on our website at www.cqc.org.uk.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.

Gemini Exclusive Care is a domiciliary care agency providing personal care to people living in their own homes. At the time of the inspection 87 people were receiving support with personal care.

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

There was a lack of oversight and governance systems to ensure people received a safe service. Systems that were in place were not implemented effectively and audits had not effectively identified concerns with the service.

Records relating to people's risks and care needs were incomplete and contained misleading information. As a result, staff did not receive all the information and guidance they required to provide care that met people's needs.

Improvements were required to the timing of people’s care visits and deployment of staff. Recruitment procedures required strengthening to ensure the provider had the information needed to provide assurance that staff were suitable to work in the service.

Staff had received an induction and training they needed to meet people’s needs. However, people felt that some staff were not able to communicate effectively with them and new staff did not always have a good understanding of their needs.

Staff understood their roles and responsibilities to safeguard people from the risk of harm. People’s medicines were managed in a safe way.

People were supported to have enough to eat and drink to maintain their health and well-being. People were supported to access relevant health and social care professionals.

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. However, the policies and systems in the service did not support this practice.

People provided positive feedback about the regular staff who provided their care. People were encouraged to make decisions about how their care was provided and their privacy and dignity were protected and promoted.

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

Rating at the last inspection

This service was registered with us on 07 January 2019, and this is the first inspection.

Why we inspected

This was a planned inspection.

Enforcement

We have identified breaches in relation to people’s risk assessments and care plans, staffing and the governance of the service at this inspection. Please see the action we have told the provider to take at the end of this report.

Follow up

We will request an action plan for the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.