14 October 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 conducted by one 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.
Inspection activity started on 12 August 2021 and ended on 28 September 2021 when we made phone calls to people using the service and their relatives. We visited the office location on 12 August 2021.
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.
What we did before the inspection
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 the registered manager. We reviewed a range of records which included three people’s care 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 spoke with one person who received care and the relatives of another person who used the service via telephone. We also spoke with four care workers.
14 October 2021
About the service
Legacy Centre known as Democare Services Limited is a domiciliary care agency. It provides personal care and support to people who live in their own homes. At the time of inspection there were three people receiving personal care. This included older people and people living with dementia.
People’s experience of using this service and what we found
People and their relatives spoke highly of the care the service provided. They described staff as kind and compassionate who went above and beyond to ensure they received high quality care. They felt safe and supported by staff who genuinely cared for them.
People were safeguarded from the risk of abuse. The registered manager and staff were aware of their responsibilities to keep people safe and could explain the actions they would take to protect the interests of the people they supported.
Risks to people and within their home environments were assessed and well managed. Staff understood infection control procedures and had received training to protect people from infection risks associated with COVID-19.
The service had employed sufficient numbers of staff to deliver the care and support people required. Staff were fully trained and received an induction which involved shadowing the registered manager. Staff told us they felt valued and could seek advice from the registered manager.
There were systems and processes in place to assess, monitor and improve the quality of the care being provided. The service worked in collaboration with people and their relatives by seeking people’s opinions to develop care plans that were person centred. The registered manager also worked closely with health care professionals to make sure people received the appropriate care and support.
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
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 14 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 reinspection programme. If we receive any concerning information we may inspect sooner.