Background to this inspection
Updated
4 December 2021
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 team consisted of an 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 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 14 September 2021 and ended on 27 September 2021. We visited the office location on 17 September 2021.
What we did before the inspection
We reviewed information we had received about the service since registering. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report. We used all of this information to plan our inspection.
During the inspection
We spoke with two people who used the service and three relatives about their experience of the care provided. We spoke with six members of staff including the provider, registered manager and care staff.
We reviewed a range of records. This included two people’s care records and medication records. We looked at two staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were also reviewed.
Updated
4 December 2021
About the service
New Shepherd Care Limited is a domiciliary care agency registered to provide personal care living in their own homes. At the time of the inspection, seven people were using the service.
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
People told us they felt safe receiving care and support. Risks to people’s health, safety and wellbeing had been assessed and staff knew how to work safely with people. Any incident or accidents were investigated with learning shared with people, relatives and staff.
Staff were aware of safeguarding procedures and how to report any concerns they may have had. There were robust procedures in place to ensure any concerns were shared with relevant partner agencies, if identified as required.
Medicines were managed safely, and effective infection prevention and control measures were in place. This included the use of personal protective equipment (PPE) by all staff.
People received continuity of care and were supported by sufficient numbers of staff. Robust recruitment processes were followed to ensure the suitability of staff.
People’s needs, and preferences were assessed and regularly reviewed. Care plans were personalised and reflected people’s needs and wishes. People felt involved in their care and were supported in deciding how they wanted their care to be provided.
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 were described by people as kind and caring. They showed dignity and respect to the people they were providing care to. Feedback from people and relatives complimented them on their caring and compassionate attitudes. Staff were trained and supported in their roles through formal training, supervision and observations of their work. All spoke positively about working at the service.
People and their relatives knew how to raise concerns or make a complaint. The provider encouraged feedback on the service and acted in response to any feedback received.
There were a range of quality assurance checks and audits in place. The provider maintained oversight of all aspects of the service and demonstrated a commitment to maintaining high standards of care. The values of the service were known and shared by all staff.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
This service was registered with us on 01 February 2019 and this is the first inspection.
Why we inspected
This was a planned inspection based on the date of registration.
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.