Archived: Complete Care Home and Community Support Services Ltd

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.

People's needs were assessed and care and support were planned and delivered in line with their individual care plan. All people we spoke with told us that they were satisfied with the care they received. One person said "I couldn't do it without them, they are fantastic".

People who use the service were protected from the risk of abuse, because the provider had taken reasonable steps to identify the possibility of abuse and prevent abuse from happening. The service had suitable safeguarding policies and procedures in place.

Appropriate checks were undertaken before staff began work. One person we spoke with said "I have complete trust in the staff that come to visit me".

Records were kept securely and could be located promptly when needed. We spoke with five members of staff who all told us that people's care records were located safely in the office and told us that they could access the records when necessary.