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Complete Care Amegreen North and Midlands

This service was previously registered at a different address - see old profile

We have not inspected this service yet

Inspection summaries and ratings at previous address


Overall summary & rating

Good

Updated 29 June 2018

This inspection site visit took place on 30 May 2018 and was announced. We gave the registered manager 24 hours' notice of our visit so they could make sure they would be available to speak with us.

This was the first inspection of the location since the provider added it to their registration in August 2017.

Complete Care Holdings Limited is a domiciliary care agency registered to provide nursing and personal care to adults and children living in their own homes across England. At the time of this inspection visit they provided nursing and personal care to 76 people and employed approximately 300 members of staff.

In 2017, at another location which the provider is no longer operating from, an incident occurred. This indicated to us that the management of risk needed to be improved. As part of this inspection we reviewed the actions taken by the provider following the incident. We found lessons had been learnt.

A requirement of the provider's registration is that they have a registered manager. There was a registered manager in post at the time of our inspection. 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 and their relatives told us they felt safe with the staff that provided their care and support. This was because they received their care from familiar staff they knew and trusted.

There were enough staff to support people safely and the provider's recruitment procedures minimised risks to people's safety. Recruiting new staff had been one of the provider's priorities over the previous six months to ensure people received consistent care from familiar staff.

Procedures were in place to protect people from harm. Staff had received ‘safeguarding’ training to protect people from harm and described to us the signs which might indicate someone was at risk.

Detailed risk assessments identified potential risks to people's health and wellbeing. Staff had a good knowledge of the risks associated with people's care and how these were to be managed.

People felt confident that staff knew what action to take in the event of an emergency . Accidents and incidents were monitored and action was taken to reduce the risk of reoccurrence .

People received their medicines as prescribed from trained staff. Staff worked in partnership with other professionals and people confirmed they received the support and treatment they needed to maintain their health. Staff knew how to monitor and manage people's nutrition and hydration to make sure they remained healthy. Staff understood their responsibilities in relation to infection control which protected people from the risks of infection.

People and their relatives had confidence in the skills and knowledge of the staff to provide the care and support they required. New staff members were provided with effective support when they first started work at Complete Care Holdings. Staff provided positive feedback about their training. A programme of training supported staff to keep their skills and knowledge up to date. Staff received on-going support (supervision) to help guide them with their work.

The provider was working within the requirements of the Mental Capacity Act 2005 (MCA) and Deprivation of Liberty Safeguards (DoLS). People were supported to have maximum choice and control of their lives and care workers supported them in the least restrictive way possible.

People and their relatives told us staff were caring and showed them kindness. People were treated with respect and meaningful relationships had developed between people, their families and staff. People’s personal care was provided in ways which upheld their privacy and dignity. People were supported to retain their independence.

Inspection areas

Safe

Good

Updated 29 June 2018

The service was safe.

People felt safe with the staff who provided their care. Staff were recruited safely and there were enough staff to provide all care calls. Procedures were in place to protect people from harm. A system was in place to record accidents and incidents and to prevent them from reoccurring. Lessons had been learnt when things had gone wrong. People�s medicines were administered as prescribed by trained staff. Staff understood their responsibilities in relation to infection control.

Effective

Good

Updated 29 June 2018

The service was effective.

New staff were provided with effective support when they first started work at the service. On-going training ensured staff had the knowledge and skills needed to provide the care and support people needed. The service worked in partnership with health professionals to support people. The provider worked within the principles of the MCA. Staff sought people's consent before providing assistance.

Caring

Good

Updated 29 June 2018

The service was Caring.

Staff were kind and caring. People were treated as individuals and staff understood people's preferences. Staff showed respect for people's privacy, and supported people to be independent.

Responsive

Good

Updated 29 June 2018

The Service was responsive.

People received personalised care in line with their wishes and preferences from staff they trusted. People's care records were personalised and contained detailed information about their life histories and daily routines. People and their relatives were involved in the planning and review of their care. People and their relatives knew how to make a complaint and felt comfortable doing so.

Well-led

Good

Updated 29 June 2018

The service was Well-Led.

People spoke positively about the leadership of the service. Staff had clear understanding of their responsibilities and felt supported by their managers. People and staff had opportunities to put forward their ideas and suggestions to improve the service. Effective systems were in place to monitor, review and improve the quality of the service provided.