Confidence Care and Support

Updated 10 July 2021

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 Care Act 2014.

Inspection team

One inspector carried out this inspection.

Service and service type

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

The service had a manager registered with the Care Quality Commission. 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.

Notice of inspection

We gave the provider 24 hours' notice of the inspection. This allowed the provider time to let people know we would be contacting them for feedback and provide us with records for review as part of the inspection.

What we did before the inspection

We reviewed information we held about the service, including the notifications we had received from the provider. Notifications are changes, events or incidents the provider is legally obliged to send us within required timescales. 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. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections.

During the inspection

We spoke with two people who used the service and three relatives about their experience of the care provided.

We reviewed a range of records. This included three people's care records. We spoke with the registered manager.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We emailed six further members of staff for their feedback, as well as two further health and social care professionals. We reviewed training information, recruitment information, policies, surveys, newsletters, and quality assurance records.

Updated 10 July 2021

About the service

Confidence Care and Support provide personal care to people living in their own homes. At the time of our inspection the service supported 11 people.

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

People were safeguarded from the risk of abuse. Staff liaised openly and proactively with external safeguarding professionals. The registered manager ensured risk assessments specific to people’s needs were in place, alongside appropriate plans to mitigate risks.

People told us staff were kind, caring and interested in them. People were involved and listened to in the care planning and review process; their preferences informed care plans and communication strategies.

Continuity of care was a key strength of the service and people had often known their carers for a number of years.

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.

There was a positive culture amongst the staff at the service. The registered manager and deputy had supported staff through a year made additionally challenging by the COVID-19 pandemic. They worked flexibly and proactively to ensure people’s safety, and the safety of staff, was prioritised.

There were systems in place to assess, monitor and improve the quality of care being provided. The registered manager and deputy worked well with external agencies and maintained oversight of national guidance.

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 31 December 2019 and this is the first inspection.

Why we inspected

This was a planned inspection based on our approach to inspecting newly registered services.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our reinspection programme. If we receive any concerning information we may inspect sooner.