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Pinnacle Brit Requires improvement

We are carrying out a review of quality at Pinnacle Brit. We will publish a report when our review is complete. Find out more about our inspection reports.

Inspection Summary


Overall summary & rating

Requires improvement

Updated 25 December 2020

About the service

Pinnacle Brit is a domiciliary care agency. It is registered to provide personal care to both younger and older people, some with disabilities and dementia living in their own homes. At the time of our inspection the service was providing care to 37 people.

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.

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

Where there were risks to people’s safety and wellbeing, most of these, but not all, had been assessed. However, risk assessments did not always include a risk management plan or guidance for staff to follow to help ensure they understood the person’s condition and knew how to meet their needs.

Whilst we found some important guidance for staff was missing, people's care plans set out the care tasks they required help with, and these contained some personalised information about people and their preferences for how they liked to be supported.

There were systems and protocols in place to monitor the quality of the service provided. However, feedback from people and relatives was sometimes negative about time keeping, length of time spent during the call and consistency of care workers. The provider had recently installed an electronic system to monitor care workers attendance at calls, but more time was required for the new system to embed and become fully effective.

Notwithstanding the above, we also received some positive feedback from people and their relatives about the service, and people told us they generally felt safe and well cared for.

The provider undertook spot checks, visits to people and sought feedback from them and their relatives. They addressed concerns and worked with the staff team to develop the service. People and staff knew how to raise any concerns they had with the registered manager and felt they would be listened to.

The registered manager and senior staff were responsive to and worked in partnership with health and social care professionals for people's’ well-being.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

This service was registered with us on 13 February 2020 and this was the first inspection.

Why we inspected

The inspection was prompted in part due to concerns received about the care and support people received and the way the service was managed. We decided to inspect and examine those risks. This focused inspection which included the key questions of safe, responsive and well-led.

Enforcement

We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection.

We have identified breaches in relation to person centred care, safe care and treatment and good governance at this inspection.

Follow up

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

Inspection areas

Safe

Requires improvement

Updated 25 December 2020

The service was not always safe.

Details are in our safe findings below.

Effective

Updated 25 December 2020

Caring

Updated 25 December 2020

Responsive

Requires improvement

Updated 25 December 2020

The service was responsive.

Details are in our responsive findings below.

Well-led

Requires improvement

Updated 25 December 2020

The service was not always well-led.

Details are in our well-Led findings below.