Background to this inspection
Updated
4 February 2022
The inspection
We carried out this performance review and assessment under Section 46 of the Health and Social Care Act 2008 (the Act). We checked whether the provider was meeting the legal requirements of the regulations associated with the Act and looked at the quality of the service to provide a rating.
Unlike our standard approach to assessing performance, we did not physically visit the office of the location. This is a new approach we have introduced to reviewing and assessing performance of some care at home providers. Instead of visiting the office location we use technology such as electronic file sharing and video or phone calls to engage with people using the service and staff.
Inspection team
The inspection was carried out by one 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 a short notice period 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 available to support the inspection. Inspection activity started on 03 December 2021 and ended on 21 December 2021.
What we did before the inspection
The provider did not complete the required Provider Information Return. This is information providers are required to send us with key information about the service, what it does well and improvements they plan to make. We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We took this into account in making our judgements in this report. We used all this information to plan our inspection.
During the inspection
This performance review and assessment was carried out without a visit to the location’s office. We used technology such as telephone and video calls to enable us to engage with people using the service and staff, and electronic file sharing to enable us to review documentation securely.
We spoke with six people’s relatives about their experience of the care provided. We spoke with two staff and received email feedback from a further two staff members. We also spoke with the registered manager and a representative of the provider.
We reviewed a range of records. This included four people's care and medication records. We looked at records relating to the management of the service, training and developments the registered manager planned to make.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We looked at training data and quality assurance records.
Updated
4 February 2022
About the service
PAI Healthcare Ltd is a domiciliary care service. It is registered to provide personal care to people living in their own homes. At the time of our inspection, 15 people were using the service.
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 wide social care provided.
People’s experience of using this service and what we found
The registered manager completed regular checks to monitor the quality and safety of the service, but these were not formally recorded or reviewed. Audits were not always documented. People's care plans lacked sufficient detail to guide staff. Notifications required to be sent to the Care Quality Commission were not submitted when required.
We have recommended the provider looks at best practice and guidance in relation to quality assurance processes.
People received care and support from a consistent staff team which enabled continuity of care. There were enough staff available to meet people's needs.
People received care that was delivered by staff who knew how to keep them safe. Staff had received safeguarding adults from abuse training and knew how to act on any concerns. Risk assessments were in place to manage potential risks to people’s health and well-being. Effective infection control processes were in place and staff completed regular testing for COVID-19. Staff had access to appropriate personal protective equipment (PPE) to help prevent the spread of infection. People received their medicines as prescribed by a staff team trained to do so.
People were supported by a staff team who had received appropriate mandatory training to fulfil their role and responsibilities. The provider planned to further develop their training to support specific care needs. Staff told us they felt supported in their role and the registered manager was supportive, open and sensitive to the difficulties they faced.
People, and their relatives, were fully involved in decisions about their care and support needs and were supported to have maximum choice and control of their lives. 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 were supported to maintain good health and access health care professionals. Where required, people were supported with their nutritional needs.
People and their relatives spoke positively about the kind, caring attitude of staff and were satisfied with the care and support they received. Staff treated people with dignity and respect and people's independence was promoted.
People and relatives were complimentary of the service they received and said they would recommend PAI Healthcare Ltd to others.
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 29 April 2019 and this is the first inspection.
Why we inspected
This was a planned inspection based on the length of time the service was registered and when they commenced providing a regulated activity.
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.