We carried out a review of the data available to us about Perfect Call Health Care Main Office on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Perfect Call Health Care Main Office, you can give feedback on this service.
Perfect Call Health Care Main Office is a domiciliary care service providing personal care to 19 people at the time of the inspection. 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
Effective safeguarding procedures were in place to protect people from the risk of abuse and people felt they received a safe service.
Risks were assessed, and controls put in place to minimise the risk of harm to people. People received their medicines safely and as prescribed. There were enough staff deployed to meet people’s needs. Improvement was needed to ensure staff were safely recruited and we have made a recommendation about this.
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 received a variety of training to improve their skills and knowledge and worked with other organisations to deliver effective care, support and treatment.
People were supported by kind, caring staff who treated them with dignity and respect. People were involved as partners in their care.
People received personalised care which met their needs. Care plans were detailed and accurate. People and relatives told us they knew how to make a complaint and felt their concerns would be listened to and acted upon.
The provider had improved their governance of the service. People and their relatives thought the service was well-led and told us they would recommend the service to others. The service provided was person-centred and the registered manager and their team were committed to supporting people to achieve positive outcomes.
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 2 June 2021).
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.
Recommendation
We have made a recommendation about recruitment.
Why we inspected
We undertook this inspection to check the provider had followed their action plan and to confirm they now met legal requirements.
The overall rating for the service has changed from requires improvement to good. This is based on the findings at this inspection.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Perfect Call Healthcare on our website at www.cqc.org.uk.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our reinspection programme. If we receive any concerning information we may inspect sooner.
Perfect Call Health Care Main Office is a domiciliary care service providing personal care to 16 people at the time of the inspection.
People’s experience of using this service and what we found
Governance systems to monitor the quality of care being delivered to people required improvement. Existing systems failed to identify shortfalls including safe risk management, the application of the Mental Capacity Act (MCA), staff training and maintaining accurate and complete records.
Risks associated with people’s support needs and health conditions had not been effectively assessed, monitored or mitigated. This increased the risk of harm to people. The registered manager told us of their plans to improve in this area.
People were not supported to have maximum choice and control of their lives and staff did not support them in the least restrictive way possible and in their best interests; the policies and systems in the service did not support this practice.
The provider had not ensured staff were sufficiently trained in order for them to carry out their roles effectively. This put people at risk of receiving care and support from staff who did not have the skills to do so safely. The registered manager told us they would improve the training provided for staff.
People's care plans lacked detail in relation to their needs and preferences and did not always contain accurate information about people’s needs.
Improvements were needed with medicine records. Despite this, relatives told us they were happy with the support people received with their medicines.
Although we identified some issues in this inspection which required improvements to be made, the majority of relatives spoke positively of the support from staff and told us people were supported by staff who were caring and responsive to their needs.
Most relatives knew the registered manager and felt able to speak to them if they had any concerns. Staff felt well supported by the registered manager and felt they provided them with good leadership. Relatives and staff told us they would recommend the service to others.
The registered manager demonstrated a willingness to make improvements and during the inspection began reviewing their systems and process to ensure the service consistently provided good, safe, quality care and support.
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 15 May 2019 and this is the first inspection.
Why we inspected
Our intelligence and monitoring systems highlighted to us the service was high risk. As a result, we undertook a comprehensive inspection as the service had not been previously inspected.
We have found evidence that the provider needs to make improvements. Please see the safe, effective, caring, responsive and well-led sections of this full report.
You can see what action we have asked the provider to take at the end of this full report.
Enforcement
We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection. We will continue to monitor the service to keep people safe and to hold providers to account where it is necessary for us to do so.
We have identified breaches in relation to risk management, consent, staff training, maintaining accurate and complete records and the governance of the service.
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.