Veracity Healthcare Also known as Head Office

Updated 21 May 2022

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 Health and Social Care Act 2008.

Inspection team

This inspection was carried out by one inspector. An Expert by Experience made telephone calls to people and their relatives. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

Registered Manager

This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. 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.

At the time of our inspection there was a registered manager in post.

Notice of inspection

This inspection was announced. We gave the service 24 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.

Inspection activity started on 05 April and ended on 14 April 2022. We visited the location’s office on 05 April 2022.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

During the inspection we spoke with four people and six relatives. We spoke with a variety of staff including the nominated individual, registered manager and five care workers. The nominated individual is responsible for supervising the management of the service on behalf of the provider. We reviewed a range of records. This included three people's care records and medication records, three staff files and a variety of records relating to the management of the service, including policies and procedures.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at policies and audits and additional evidence to support the inspection. We sought feedback from health and social care professionals. We reviewed one further care plan.

Updated 21 May 2022

Veracity Healthcare is a domiciliary care agency providing personal care to people in their own accommodation. The service supports people with a variety of needs including older and younger adults and people living with dementia. The service also supports people with intermediate care whilst their longer-term support needs are assessed and organised. At the time of our inspection there were 25 people using the service.

Not everyone who used the service received personal care. The Care Quality Commission (CQC) only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

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

Systems to monitor and improve the service were not fully established. Although some audits had taken place, the governance system was not robust and had not identified areas for improvement, such as records requiring further information and person-centred care planning. We have made a recommendation about governance systems.

Risk assessments were in place but required further information to ensure risks were reduced. Risk assessments for staff and people in relation to COVID-19 were not in place. The provider took action to address this during the inspection. People were happy with the support they received with their medicines. However, some work was required to ensure best practice was fully embedded.

People were supported to access health and social care services. Staff supported people with their nutrition where required. 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.

People had developed good relationships with staff that supported them. Staff were kind and caring in their approach and ensured people’s privacy and dignity was maintained.

People told us they were happy with the support they received from the service. Complaints had been investigated and responded to in line with the provider’s policy.

Staff received an induction which included training and shadowing. They felt supported by the management team and were positive about the support they had received by the provider in helping them with transport to work. Staff meetings were held regularly to ensure effective communication and support for staff.

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 06 December 2019 and this is the first inspection.

Why we inspected

This inspection was prompted by a review of the information we held about this service.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.