Background to this inspection
Updated
10 July 2021
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 team consisted of one inspector and one Expert by Experience who made phone calls to people and relatives. 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 24 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 May 2021 and ended on 24 May 2021. We visited the office location on 19 May 2021.
What we did before the inspection
We reviewed information we had received about the service. 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 the registered manager, the care coordinator and four members of staff.
We reviewed a range of records relating to the management of the service, including three people’s care records, three staff files, training and quality assurance records.
The expert by experience spoke with five people who use the service and six relatives to gather their feedback on the quality of care provided.
After the inspection
The provider sent us additional information, as requested. We sought feedback from the local authority and professionals who work with the service and received feedback from one professional.
Updated
10 July 2021
About the service
National Quality Care Solutions Limited is a domiciliary care agency providing personal care to people in their own homes. At the time of inspection, the service was providing care to 31 people.
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 and their families were positive about the support provided by the service and felt engaged and involved in the care they received. A relative told us, “Staff are professional, respectful and very kind.”
There were enough safely recruited staff to support people safely. We had some feedback that rotas were not always clear. The registered manager was purchasing a new electronic system which would help produce more structured rotas and improve management processes. This would support the provider to grow the service in a sustained and safe manner.
There were effective checks to monitor the quality and safety of the service. The registered manager took prompt action when concerns were raised. They promoted a reflective and learning culture when things went wrong. They were developing improved systems to measure themes and log incidents and concerns over time.
The registered manager effectively and practically minimised risk across the service. Risk assessments were personalised, and care plans provided staff with clear guidance on how to support people safely. Safeguarding practices protected people from the risk of abuse. Staff supported people to take their medicines safely, and as prescribed.
The registered manager had worked tirelessly to reduce the risk of infection from COVID-19. They had supported people and staff well throughout the pandemic. As a result, they had not been able to set up some of the management systems as planned. However, their involvement in the day-to-day running of the service meant there was minimal impact on the quality of care people received.
Staff were well supported and told us they were proud to work for the service. The registered manager was enthusiastic about promoting staff skills. Staff received detailed guidance to help them support people effectively, in line with their preferences.
People received the necessary support to eat and drink. Staff worked well with external professionals to promote people’s wellbeing, referring for support when necessary.
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 supported people in a respectful manner, promoting their independence and choice. Care was personalised and adapted flexibly in response to people’s changing needs. Staff communicated with people in a way they understood. The registered manager promoted dignified end of life care.
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 08/04/2019 and this is the first inspection.
Why we inspected
This was a planned inspection of a newly registered service.
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.