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Archived: Individualised Care Limited Good

This service was previously registered at a different address - see old profile

This service is now registered at a different address - see new profile

Inspection Summary

Overall summary & rating


Updated 3 March 2016

This inspection was carried out over two days starting on 26 January 2016. The inspection was announced. Individualised Care Limited is registered to provide personal care and support for people in their own homes. At the time of our inspection 69 people received care and support from this service.

We previously inspected the service on 4 June 2014 when the service was found to be meeting the regulations we looked at.

Individualised Care Limited had a registered manager at the service. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People said that they felt safe with the care and support provided, and that staff were kind, caring and always respectful towards them. Staff understood how to recognise and protect people from abuse and received regular training around how to keep people safe. Staff were not recruited until checks had been made to make sure they were suitable to work with the people that used the service. The staff had previous experience of working in the care sector prior to being employed by the service.

People told us that the staff and management were approachable and if they had any concerns they would be listened to. People said that staff were reliable and there were enough staff to meet their needs. People said that staff holidays or sickness were covered by other staff to make sure that they had consistent support.

People’s care records contained the relevant information for staff to follow to meet people’s health needs and manage risks appropriately. Staff told us that they were made aware of any changes in people’s needs in a timely manner. Care plans and risk assessments were regularly updated, particularly if people’s needs changed. People we spoke with were happy with the care and support that they received and were involved in care planning and reviews. People told us they had choice over the support they received and nothing was done without their consent.

We could see from records that that staff responded quickly if someone was unwell and supported people to access other health professionals when needed. People were supported to take their medicine safely and when they needed it, and risk assessments confirmed the level of support people needed.

The provider and registered manager had systems to review care plans and risk assessment to measure the safety and quality of the service. Checks and audits were completed regularly to make sure that good standards of care were maintained. However, not all the records could evidence these were always updated. The registered manager has undertaken to update their quality assurance processes to ensure all records are up to date.

People told us that they felt confident that staff had the knowledge and skills to provide the right care and support. We found that staff had regular refresher training in the main areas to enable them to deliver safe and effective care. However we noted that whilst staff understood the principles of consent and delivering care that was individual to the person, not all staff understood the principles of the Mental Capacity Act (2005).

We have made a recommendation to the provider in relation to staff training.

Inspection areas



Updated 3 March 2016

The service was safe. People had care and support that was safe and protected them from harm and at the times they needed it. Staff had a good understanding of how to keep people safe. They knew their responsibilities in relation to keeping people safe and to manage any risks.

People were supported to take their medicines safely at the times they needed them.

Staff recruitment was safe as references and relevant checks were in place before a person started working with people using the service.



Updated 3 March 2016

The service was not always effective. Although staff had received training in a number of key areas to ensure they had the skills to care for people, some staff lacked understanding of the Mental Capacity Act (2005).

We saw staff made contact with a range of professionals to maximise the good health of people using the service.

Where needed people had support to prepare meals or with eating or drinking.



Updated 3 March 2016

The service was caring. People told us staff were kind and caring and showed them dignity and respect in providing care to them.

Staff we spoke with understood the need to support people�s cultural and religious beliefs and were mindful of this when providing care, shopping and preparing food for people who used the service.

Staff told us they supported people to be as independent as possible and this was confirmed by people using the service.



Updated 3 March 2016

The service was responsive. People�s care needs were reviewed every six months or earlier if their needs changed.

Staff approached people using the services as individuals and were able to tell us information regarding their care needs and personal histories. This was confirmed by people using the service.



Updated 3 March 2016

The service was well-led. The registered manager was well regarded by staff and she was viewed as supportive and available.

There were systems in place to get the views of staff and people using the service.

There were quality assurance processes in place.