Updated 25 May 2021
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 Care Act 2014.
Inspection team
The inspection was completed by two inspectors. Following the visit to the location office, an Expert by Experience completed telephone calls to people and their relatives. 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 homes in the community.
The service had a manager registered with the Care Quality Commission. They were also the provider of the service. This means they are legally responsible for how the service is run and for the quality and safety of the care provided. They have been referred to as 'the provider' throughout the report.
Notice of inspection
We gave the service 24 hours' notice of the inspection. This was because it is a domiciliary care service where staff are often out supporting people. We needed to be sure that the provider would be in the office and available to support the inspection.
Inspection activity started on 28 April 2021 and ended on 10 May 2021. We visited the office location on 28 April 2021.
What we did before the inspection
The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.
During the inspection
We visited the office location on 28 April 2021. We reviewed a range of records which included risk assessments and care records for three people, three staff files in relation to recruitment, accident and incident records, contingency plans and management monitoring and oversight records.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We looked at training data and quality assurance records. We spoke with two people who receive care and support from Kirsten’s Care Ltd about their experience and five relatives. We also had electronic feedback via email from a further four relatives and six staff members.