7 May 2021
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.
The inspection was carried out by two inspectors 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.
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
We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 8 April 2021 and ended on 24 April 2021. We visited the office location on 21 April 2021.
What we did before the inspection
We reviewed information we held and had received about the service since its registration. We sought feedback from the local authority and other professionals who work with the service. We checked information held by Companies House. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report. We used all this information to plan our inspection.
During the inspection
We spoke with five people who use the service and fifteen relatives about their experience of the care provided. We spoke with the company director, the registered manager, the HR and recruitment manager, team leader and a senior care worker.
We reviewed a range of records. This included eight people’s care records and multiple medicines administration records. We looked at four 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. After the site visit, we requested and received further information from the registered manager about the service’s governance.
7 May 2021
About the service
Priority Services4u is a community care provider providing personal care to 30 adults at the time of the inspection. This included people living with sensory impairments, physical disabilities and dementia. The service employed 21 staff.
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
People and relatives felt the care was safe. People’s medicines were managed safely. There were enough staff deployed to meet people’s needs. Infection prevention and control helped protect people. Some improvements were required with regards to recruitment and we have therefore made a recommendation about safe recruitment.
Staff had the necessary knowledge, skills and competencies to provide effective care. People’s likes, dislikes and preferences for care were recorded in their care plans. Community-based social and healthcare staff were involved in people’s care when required. Consent was obtained and recorded in the right way.
People and families commented that staff were kind and caring. They confirmed that they were included in support and that staff promoted people’s independence. Staff respected people’s dignity and privacy.
Care plans were personalised. They contained the necessary information for staff to provide support in accordance with people’s needs. The management of complaints documentation was satisfactory.
The registered manager lacked some knowledge and experience in relation to using existing data and feedback to drive improvements in the service. The registered manager acknowledged they needed to undertake further work in this area to always ensure a well-led service. The team leader had completed spot checks of care worker practices to check quality of care. The service had sent surveys to people and their relatives to gather views. The service was proactively working with the safeguarding authority and commissioners.
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.
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 2 April 2020 and this is the first inspection.
Why we inspected
This was a planned inspection based on the date of registration.
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.