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Complete Care Amegreen

Grosvenor House, Hollinswood Road, Central Park, Telford, Shropshire, TF2 9TW 0333 121 5301

Provided and run by:
Complete Care Holdings Limited

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

Inspection summaries and ratings at previous address

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Background to this inspection

Updated 29 June 2018

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 was partly prompted by an incident which indicated potential concerns about the management of risk in the provider’s service. While we did not look at the circumstances of the specific incident we did look at associated risks, the actions taken by the provider and the lessons learnt during our inspection visit.

The office visit took place on 30 May 2018 and was announced. We told the registered manager 24 hours before our visit we would be coming so they could make sure they would be available to speak with us.

This comprehensive inspection was carried out by two inspectors, an assistant inspector, a specialist advisor and an expert-by-experience. A specialist advisor is someone who has current and up to date practice in a specific area. They advise CQC inspection teams but are not directly employed by the CQC. The specialist advisor who supported us had experience and knowledge in providing nursing care to children and young people living with complex health conditions. An expert-by- experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Prior to our inspection visit we reviewed the information we held about the service and reviewed the statutory notifications that had been sent to us. A statutory notification is information about important events, which providers are required to send to us by law.

We also reviewed the information we had received about the service from people, relatives, local authorities and commissioners. Commissioners are people who work to find appropriate care and support services, which are paid for by the local authority and the NHS.

The provider was not able to complete a Provider Information Return prior to our inspection. This is information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make. We took this into account and gave the provider the opportunity to discuss information that would have been included in the PIR during our visit.

Prior to our office visit we asked the provider for a list of people who used the service. This was so we could contact people and children’s families by telephone to gather their views about the service they received. We spoke with 17 people by telephone. This included four people who used the service and four relatives. We also spoke with the parents of nine children . We used this information to help make a judgement about the service.

During our visit we spoke with the registered manager, the provider’s lead nurse, the quality manager and the senior human resources advisor. We also spoke with eight personal assistants [care workers] and one nurse.

We reviewed the care records of four children and four adults to see how their care and support was planned and delivered. We looked at three staff recruitment files, staff training records, records of complaints, and records associated with the provider's quality monitoring systems. Following our office visit we spoke with a further four personal assistants and a nurse via the telephone.

Overall inspection

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.

People's needs had been assessed when they had started to receive a service and people and their relatives planned and reviewed their care in partnership with the staff. People's care plans contained detail information to support staff to provide person centred care.

Most people told us they thought the service was well led. The registered manager felt supported by the senior leadership team and they used different methods to ensure they kept their knowledge of legislation and best practice up to date.

Staff had a clear understanding of their roles and responsibilities and what was expected of them. They told us they enjoyed working at the service because their managers were approachable and supportive.

The senior leadership team were committed to recognising the contribution individual staff members made to benefit people. Staff had regular opportunities to attended meetings with their managers.

Effective systems were in place to monitor and review the quality of the service provided to people. People knew how to make a complaint and felt comfortable doing so. The senior leadership team promoted an open and transparent culture and encouraged feedback from people and their relatives on a daily basis to drive forward improvements.