Background to this inspection
Updated
18 May 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.
As part of this inspection we looked at the infection control and prevention measures in place. This was conducted so we can understand the preparedness of the service in preventing or managing an infection outbreak, and to identify good practice we can share with other services.
Inspection team
This inspection was carried out by one inspector and an assistant inspector.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
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
This inspection was unannounced.
Inspection activity started on 14 April 2021 and ended on 21 April 2021. We visited the office location on 14 April 2021 and made calls to staff, people and relatives on 20 and 21 April 2021.
What we did before 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.
During the inspection
We spoke with two people who used the service and two relatives about their experience of the care provided. We spoke with six members of staff including the HR manager and care workers.
We reviewed a range of records. This included six people’s care records and multiple medication records. We looked at three staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We looked at training data, quality assurance and governance records.
Updated
18 May 2021
About the service
CSK Support 24 Ltd Northampton is a domiciliary care agency. They provide personal care to people living in their own homes. 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, medicine and eating. Where they do we also consider any wider social care provided. At the time of the inspection 45 people were receiving personal care.
People’s experience of using this service and what we found
Not all risks to people had been assessed or detailed strategies implemented. Staff did not consistently record what mitigating tasks had been completed to reduce the risk to the person.
People told us and records evidenced that call were often late or cut short. People were not always informed when call times were changed.
Systems and processes in place to assess, monitor and improve the quality of the service required improvement. Audits completed had not identified some of the concerns found on inspection regarding whether care had always been supplied to meet people’s health needs, records and risk assessments.
People received medicines as prescribed however, staff had not recorded the reason for giving as required medicines in line with the provider’s policy.
Not all complaints had been recorded and acted on. People, staff and relatives told us they knew how to complain.
People were supported by trained staff who knew them well and who had been recruited safely.
People were supported to access healthcare as required. Staff knew how to report a person’s change in needs and how to refer to specialist healthcare.
People were protected from abuse. Staff understood safeguarding procedures and knew the signs of abuse.
People were protected from infections. Staff wore appropriate personal protective equipment [PPE] and received regular testing for COVID 19.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was good (published 24 October 2020).
Why we inspected
We received concerns in relation to missed care calls, medicine errors and staff’s knowledge of people. As a result, we undertook a focused inspection to review the key questions of safe and well-led only.
We reviewed the information we held about the service. No areas of concern were identified in the other key questions. We therefore did not inspect them. Ratings from previous comprehensive inspections for those key questions were used in calculating the overall rating at this inspection.
The overall rating for the service has changed from good to requires improvement. This is based on the findings at this inspection.
We have found evidence that the provider needs to make improvement.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for CSK Support 24 Ltd Northampton on our website at www.cqc.org.uk.
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 will continue to monitor the service.
We have identified breaches in relation to safe care at this inspection.
Please see the action we have told the provider to take at the end of this report.
Follow up
We will request an action plan for the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.