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Review carried out on 8 July 2021

During a monthly review of our data

We carried out a review of the data available to us about Carrianne Care on 8 July 2021. 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 Carrianne Care, you can give feedback on this service.

Inspection carried out on 29 August 2019

During a routine inspection

About the service

Creative Media Centre is a domiciliary care agency providing personal care to older people living in their own homes. At the time of inspection, 11 people were receiving a service. Some of these people lived with dementia.

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’s care documentation did not consistently reflect their current support needs, preferences or what they could do independently. Although staff knew people well, identified risks had not been recorded fully with actions staff should take to mitigate them. There was not always oversight of staff records such as interview notes or spot checks. We have made a recommendation regarding this.

People told us they felt safe being supported by staff from Creative Media Centre. One person said, “I feel very comfortable having them in my home.” People and their relatives told us there were enough staff to meet their needs and they never experienced any late or missed calls. One person said, “They are on time and do exactly what I need.” People saw the same staff every week which meant they knew and trusted them. Staff told us that working with the same people meant they got to know them and risks to their wellbeing.

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 told us that their health and social needs were consistently met, and staff provided support to medical appointments if it was needed. People’s nutrition and hydration needs were also met. Staff spoke positively about their induction into the service and told us they were provided with regular supervision by a manager. Staff had the skills and knowledge to meet people's needs.

People’s privacy, dignity and independence was always promoted and encouraged. People spoke very highly about the caring nature of staff. One person said, “They are unique you know and so very nice.” Another said, “My carer is like a friend to me. I always enjoy myself when I'm with them." Relatives and professionals were also complimentary about staff. One relative said, “I honestly think they are the best care agency in the area. Every single carer is excellent. I can't speak highly enough about them.”

Staff knew people, their support needs and communication preferences well. They involved them in activities that were tailored to their interests. People and their relatives told us they had never had any reason to complain but knew who to speak to if they had any concerns. People were supported in a kind and compassionate way when they were at the end of their lives.

Although we identified improvements were needed to records, everyone we spoke to was complimentary about the registered manager and care coordinator. Staff felt well supported in their roles and that everyone worked together as a team. One staff member said, “The registered manager is always there. The care coordinator is marvellous too. They are both very supportive.” Feedback had been sought from people, staff and relatives to check they were happy with the service. The management team listened to our feedback and sought to improve immediately.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was Good (published 1 December 2016).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection carried out on 18 October 2016

During a routine inspection

The inspection took place on 18 November 2016 and was announced. The provider was given notice because the location was a domiciliary care agency (DCA) and we needed to be sure that someone would be in.

Creative Media Centre DCA provides a personal care service to people living in their own home. On the day of the inspection 15 people were supported by the agency with their personal care needs.

The service had a registered manager in post. The registered manager was also the registered provider. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People said; “We have been very happy with the support and the care that is given” and “They are so caring.” Another person said; “They helped me get on my feet when I was very, very sick.” Staff said; “Lovely company to work for” and “Best company I have ever worked for.”

People’s care records contained information that described what staff needed to do to provide individual care and support. Staff responded promptly to people’s change in needs. When required, relatives and health and social care professionals were involved in identifying people’s needs. People’s preferences, life histories, disabilities and abilities were taken into account, communicated and well documented.

People’s risks were monitored and managed well. The agency had policies and procedures in place which were understood by staff to help protect people and keep them safe.

People were kept safe and protected from discrimination. All staff had completed safeguarding from abuse training. Staff displayed good knowledge on how to report any concerns and described what action they would take to protect people against harm.

People who required assistance were supported and encouraged to maintain a varied and healthy, balanced diet.

People medicines were managed safely and people told us they were given the prompts required to help ensure they received their medicines as prescribed.

People, relatives and staff were encouraged to be involved and help drive continuous improvements in the way the service was provided. This helped ensure positive progress was made in the delivery of care and support provided by the service.

The service sought feedback from people and encouraged people to share their concerns and complaints. The registered manager confirmed they would investigate any complaints or concerns thoroughly and used the outcome as an opportunity for learning to take place.

The registered manager had completed training in the Mental Capacity Act. They understood the requirements of the act, and knew how to put this into practice should the need arise.

There were sufficient staff to meet people’s needs. Staff were trained and had the correct skills to carry out their roles effectively. The service followed safe recruitment practices to help ensure staff were suitable to work with vulnerable adults. Staff described the management as open, supportive and approachable. Staff talked positively about their jobs and felt motivated to provide quality care.

There were effective quality assurance systems in place to help drive improvements and ensure positive progress was made in the delivery of care and support provided by the service.

Inspection carried out on 12 December 2013

During a routine inspection

On the day of our inspection the agency provided 15 people with personal care and 15 people with domestic support within their own homes. We spoke with three people who received personal care and one family member. One person told us, �The agency is the best one I have used, staff are always friendly.� We spoke with five staff. They felt well supported in their roles.

We found that staff sought consent prior to care delivery. One person told us, �The staff always ask me how I like things done.� Staff we spoke with had a good understanding of issues related to consent to care.

We looked at five care plans and found these reflected the care that was provided.

The agency had safeguarding policies in place. Staff we spoke with had safeguarding training and knew how to recognise and report signs of abuse if they had concerns.

We looked at three staff files. We found there were effective recruitment procedures in place.

We found that there were systems in place to check the quality of the services provided.