New Vision Care Services

New Vision Care is a domiciliary care agency providing personal care to people in their own homes. At the time of our inspection there were 25 people 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 received good care and felt safe. However, care plans continued to lack information about the support people needed and their preferences. Medicines related documents were still not completed correctly, such as records relating to the application of creams. Risk assessments lacked detailed information about the measures needed to keep people safe from harm.

The provider still lacked a structured and effective quality assurance system. Audits were not completed regularly and were not identifying issues with the service.

Completion of training had improved overall, however some staff had not completed essential training. We have made a recommendation about this.

Staff confirmed they received good support. Staff supported people to have enough to eat and drink.

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.

People confirmed they were asked for their views about the care they received.

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 (published 12 January 2023). 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 the provider remained in breach of regulations.

Why we inspected

The inspection was prompted in part due to concerns received about unsafe staff recruitment and lack of face-to-face training. A decision was made for us to inspect and examine those risks.

You can see what action we have asked the provider to take at the end of this full report.

Enforcement and Recommendations

We have identified continuing breaches in relation to quality assurance systems, medicines documentation and risk assessments.

Full information about CQC’s regulatory response to the more serious concerns found during inspections is added to reports after any representations and appeals have been concluded.

Follow up

We will meet with the provider following this report being published to discuss how they will make changes to ensure they improve their rating to at least good. We will work with the local authority to monitor progress. We will continue to monitor information we receive about the service, which will help inform when we next inspect.

New Vision Care is a domiciliary care agency providing personal care to people in their own homes. At the time of our inspection there were 25 people using the service.

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

Medicines were not always managed safely; medicines documents were not always completed correctly. Some risks to people such as skin integrity risks were not full assessed and mitigations were not always put in place.

Some staff had not received training or induction in line with the care certificate. However there were enough staff available to support people’s needs.

Robust quality assurance processes were not always in place. Some audits were in place but had not identified some of the issues we found during inspection. Opportunities to learn lessons and improve the service were not always taken.

We found no evidence to suggest people had been harmed by these issues.

People and their relatives spoke positively about the care they received. Systems were in place to safeguard people from abuse. People told us they felt safe with their carers. Staff were recruited safely.

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.

Staff said the provider was supportive. People and relatives were involved in their care decisions. People said staff worked well with visiting healthcare professionals to care for them appropriately.

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 12 April 2019 and this is the first inspection.

Why we inspected

This inspection was prompted by a review of the information we held about this service.

Enforcement and Recommendations

We have identified breaches in relation to staff training and induction, quality assurance systems, medicines documentation and risk assessments. We have made a recommendation about ensuring care documents are person-centred.

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