Keighley Care Company

Updated 20 June 2023

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

The inspection was carried out by an inspector, an assistant inspector, and an expert by experience. An expert by experience is a person who has personal experience of using or caring for someone who uses this type of care service. The expert by experience made telephone calls to people using the service and their relatives. The assistant inspector made telephone calls to care staff.

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 provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

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

Notice of inspection

We gave the service 48 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 25 May 2023 and ended on 30 May 2023. We visited the location’s office on 25 May 2023.

What we did before the inspection

The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make. We reviewed all the information we received since the service registered with CQC. We also used information gathered as part of monitoring activity that took place on 17 August 2022 to help plan the inspection and inform our judgements.

During the inspection

We were only able to speak with 1 person about their experience of using the service. We tried to speak with several more but they either chose not to speak with us or were unavailable when we tried to contact them. We spoke with 7 relatives about the care provided to their family members. We spoke with 7 members of staff including the registered manager, nominated individual, quality assurance manager and care staff. We reviewed a range of records. This included 3 peoples care records and medication records. We looked at 2 staff files in relation to recruitment. A variety of records relating to the management of the service, including policies and procedures were reviewed.

Updated 20 June 2023

About the service

Keighley Care Company is a domiciliary care service that provides care and support for people in their own homes. At the time of our inspection 28 people received personal care. Not everyone who used the service received personal care. 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.

The service supported adults including people living with dementia, physical disabilities, mental health conditions, learning disabilities and autistic people.

We expect health and social care providers to guarantee autistic people and people with a learning disability the choices, dignity, independence and good access to local communities that most people take for granted. Right support, right care, right culture is the statutory guidance which supports CQC to make assessments and judgements about services providing support to people with a learning disability and/or autistic people. We considered this guidance as there were people using the service who have a learning disability and or who are autistic.

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

Right Support: People told us they received good care which met their needs. People received their medicines safely. We have made a recommendation about the management of ‘as required’ medicines. Staff worked in partnership with people, relatives and health and social care professionals to enhance people’s independence, quality of life and provide good outcomes for people. People were actively involved in making decisions about their care and staff respected people’s preferences. People received effective support to eat and drink.

People were supported by regular staff which enabled them to develop positive relationships with their care staff. 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.

Right Care: Care records were highly personalised and contained detail which supported staff to deliver person-centred care. A more robust review process was being implemented to ensure care records consistently contained the most up to date information; we also made a recommendation about this. Staff understood how to protect people from poor care and abuse. Staff were recruited safely and there were enough staff to meet people’s needs and deliver consistent care. Risks were assessed and actions taken to maintain people’s safety and wellbeing.

People told us staff were kind, caring and respectful and they felt safe. Staff promoted people’s privacy, dignity and human rights. People's needs and preferences were assessed prior to receiving care and staff respected people’s individual wishes. People received consistent care from staff who knew them well. People and those important to them were involved in planning their care.

Right Culture: Quality assurance and monitoring systems were being improved to improve operational oversight. We have made a recommendation about the continued improvement of quality assurance processes. The provider used monitoring processes to learn lessons, reduce risk and improve the quality of care. The registered manager actively encouraged feedback from people using the service and staff. Staff listened to and responded positively to people’s views.

The registered manager was passionate about their service and promoted an inclusive, caring and person-centred staff culture. This approach translated into care delivery and there was a strong ethos of encouraging people to develop and achieve goals and aspirations to support them to lead empowered lives. Staff received appropriate training and ongoing support to ensure they provided people with safe care which met the positive values and caring ethos of the service.

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 20 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.