Background to this inspection
Updated
30 April 2022
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 Health and Social Care Act 2008.
Inspection team
This inspection was carried out by one inspector.
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. The registered manager is also the provider of the service. This means that they 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 07 March 2022 and ended on 08 March 2022. We visited the office location on 07 March 2022.
What we did before the inspection
We reviewed information we had received about the service since it was registered. We sought feedback from the local authority and professionals who work with the service. The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make. This information helps support our inspections.
We used all this information to plan our inspection.
During the inspection
When we visited the office, we spoke to the provider who is also the registered manager.
We reviewed a range of records. This included three people’s care and medication records. We looked at three staff files in relation to recruitment and staff supervision. A variety of records in relation to the management of the service, including policies and procedures were reviewed.
After the inspection
After the inspection we spoke with two people who used the service and some professionals who worked with them by telephone to get their views of the care provided. We also spoke to three staff members by telephone. We reviewed care records, support plans, medical charts, policies and other documentation that was sent to us electronically. We sought clarification from the registered manager to validate evidence found. We looked at training data and infection control policies.
Updated
30 April 2022
About the service
Queensway Homes Ltd is a domiciliary care agency providing personal care to people living in their own houses and flats. The service was supporting three people at the time of inspection.
Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is to 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
Risks to people’s health and safety were usually assessed, however appropriate assessments had not been made for people who smoked.
Staff file audits were not taking place.
The agency was supporting people with mental health concerns without appropriate mental health training. They had not updated their Statement of Purpose and asked the CQC to add mental health provision to their service user banding.
Safe recruitment processes were in place, and staff received a thorough induction to familiarise themselves with the expectations of the role and the values of the service. However, one staff file did not have ‘right to work’ documentation. The provider obtained these during the inspection, and stated it was an oversight.
Staff knew how to support people to keep them safe, people felt safe and trusted staff. Medicines administered safely. Care staff had received training to recognise and report signs of abuse.
Staff received training and supervision to help them acquire the skills and knowledge to fulfil their role and responsibilities.
People told us staff were caring and knew their needs and preferences well. People were treated with dignity and respect and their independence was promoted and encouraged by staff.
People’s needs were assessed before the service provided them with care or support. Care plans were developed from these assessments and gave guidance to staff about people’s needs and preferences. People and professionals who worked closely with them, where appropriate, were involved in this process.
The provider was open and transparent and promoted a person-centred culture within the service according to staff. Systems and processes were in place to monitor the quality of the service, and to seek the views of the people who used it.
For more details, please see the full report for Queensway Homes Ltd which is on the CQC website at www.cqc.org.uk
Rating at last inspection
This service was registered with us on 24 May 2019 and this is the first inspection.
Why we inspected
This was a planned inspection as the service was unrated.
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.