Personalised Community Care

Updated 2 December 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

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. This means that they and the provider 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.

What we did before the inspection

We reviewed information we had received about the service since they registered with CQC. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We spoke with the registered manager.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at two people’s care plans and risk assessments, three staff files including recruitment and supervision and a variety of records relating to the management of the service, including policies and procedures. We spoke with two relatives. Due to people’s complex needs, we were unable to speak with them on the telephone.

Updated 2 December 2021

About the service

Personalised Community Care is a domiciliary care agency providing personal care and support to people living in their own homes. The service supported a mix of people including children living with a learning difficulty, complex physical needs and older adults who may be living with dementia. At the time of the inspection, the service was supporting two people.

People’s experience of using this service and what we found

At the time of the inspection we were unable to speak with people due to their complex needs. However, relatives were overwhelmingly positive about the service. We were told staff were well trained, kind and compassionate. People showed they were happy when staff visited through facial expressions and gestures.

Relatives felt people were safe with the staff that visited them and were confident staff knew people well. Staff had been trained in safeguarding and understood how to report any concerns. People’s risks were assessed, and guidance given to staff on how to minimise known risks. Where people required help with medicines, this was provided safely, and staff were trained, and competency assessed around administering medicines.

Staff were recruited safely, and relevant background checks completed before staff were able to start work. Staff received a comprehensive induction when staring work and attended on-going training. Where any specialist training was needed, this was provided. 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.

Relatives were fully involved in care planning. Care plans were person centred and provided staff with information on people, who they were, their likes and dislikes and how they wanted their care delivered. Care plans were reviewed regularly. The service had a clear complaints procedure and relatives knew how to complain. Relatives told us they were confident any issues would be dealt with quickly and effectively.

Staff were overwhelmingly positive about the support they received from the registered manager. There were systems and processes in place to review the quality of care people received. The registered manager was passionate about the service and making sure people were happy and had good outcomes. Relatives provided feedback about the service through surveys and verbally. Feedback was positive. The service worked well with people’s care teams to promote the best outcomes for people.

We expect health and social care providers to guarantee autistic people and people with a learning disability the choices, dignity, independence and good access to local communities that most people take for granted. Right Support, Right Care, right culture is the statutory guidance which supports CQC to make assessments and judgements about services providing support to people with a learning disability and/or autistic people.

The service was able to demonstrate how they were meeting the underpinning principles of Right Support, Right Care, Right Culture. People were supported in their own home and staff understood the importance of working with people to maintain their family routines and environment. Care was planned in a way that was person centred and tailored to the individual taking into account how they wanted their care to be delivered, what was important to them and ensured they were able to have good outcomes and lead a fulfilled life. The attitude and behaviours of the registered manger and staff promoted a culture of inclusivity which ensured people were able to thrive.

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 01/10/2019 and this is the first inspection.

Why we inspected

This was a planned inspection based on the date of registration.

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.