10 December 2020
During an inspection looking at part of the service
Pivotal Home Care (NW) Ltd is a domiciliary care agency providing personal care to people in their own homes in the Trafford area of Greater Manchester. At the time of the inspection the service was providing personal care to 14 people in their own homes.
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
There was no registered manager in post at the service. The provider had a good oversight of the service, however further embedding of their quality assurance processes was required. The nominated individual was going to register as the manager of the service until a new manager was recruited.
People and their relatives felt safe while being supported by the provider. Staff were recruited safely and received induction and training to enhance their knowledge. Medicines were safely managed. The provider had highlighted improvements to be made in relation to medication administration records (MAR).
People and their relatives spoke highly of the service. Care plans were detailed, and person centred. They contained clear information on the support required by each individual. People and their relatives were aware of how to raise any concerns with the provider.
An assessment was completed for all people beginning to use the service to ensure their needs could be met. 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.
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 05/07/2019 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.