Archived: Complete Care Home and Community Support Services Ltd

Updated 21 June 2016

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection took place on 11, 12 and 13 May 2016 and was announced. We gave the provider 48 hours’ notice that we would be visiting the service. This was because the service provides care to people living in their own homes and we wanted to make sure staff would be available to speak with us.

The inspection was carried out one inspector.

Before our inspection we reviewed information we held about the service. We checked to see what notifications had been received from the provider. Providers are required to inform the CQC of important events which happen within the service. We did not ask the provider to complete a Provider Information Return (PIR) before our inspection. This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make

We used a variety of methods to inspect the service. We looked at the provider’s records. These included four people’s care records, four staff files, a sample of audits, staff attendance rosters, and policies and procedures. We spoke with the registered manager, service manager, head of care and three members of care staff. We visited and spoke with four people in their own homes and two relatives to obtain feedback on the delivery of their care and to view care records held at people’s homes. We also telephoned and spoke with four people and two relatives.

Following our inspection we also spoke with a deputy head teacher from a local school and social worker from the local authority.

We last inspected this service in December 2013 where no concerns were identified.

Updated 21 June 2016

This inspection took place on 11 12 and 13 May 2016 and was announced.

The Complete Care Home and Community Support Services Limited is a domiciliary care service providing a range of services including personal care for people in their own homes. There were 37 people using the service at the time of the inspection and they provided 295 hours of care and support. The service provided support to older people some of whom were living with dementia. They also supported people with physical and learning disabilities.

There was a registered manager in post. 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 told us they felt safe and were confident in the staff that supported them. People were safe because staff understood their role and responsibilities to keep them safe from harm.

Staff had a good knowledge of the provider’s whistleblowing policy and procedures which meant they were able to raise concerns to protect people from unsafe care.

Risks to people had been assessed and reviewed regularly to ensure people’s individual needs were being met safely.

Recruitment processes were robust to make sure people were cared for by suitable staff. There were sufficient numbers of staff deployed to meet people’s needs and to keep them safe from harm.

People were supported by staff who received regular training and support to help them provide effective care.

Staff understood the requirements of the Mental Capacity Act 2005 and their responsibilities to ensure that people who were unable to make their own decisions about their care and support were protected.

People were supported by staff that promoted their independence, respected their dignity and maintained their privacy.

People benefitted from the time and effort that the registered manager and care staff invested in building positive and caring relationships with people.

Staff received all the information available before people's first visit. This was always discussed in full either face to face or over the phone. This ensured that staff had a good understanding of a person needs which made them feel confident in meeting people's needs. Staff confirmed that communication was good within the service.

The service had built links with the local community that enhanced people's wellbeing and quality of life.

Staff were aware of the issues related to social isolation and how they would support people who may be living on their own.

There was an effective complaints system in place. People told us they were confident to raise any issues about their care and that they would be listened to and addressed.

People told us the service was well-led and managed by an effective and organised management team. People had confidence in the provider and staff were clear about their roles and responsibilities.

The culture in the service was open, inclusive and transparent. Staff were supported, felt valued and were listened to by the management team.

Staff were confident to raise any concerns they had and bring forward ideas that could make improvements to the service.

Systems were in place to monitor and improve the quality of the service provided.