Background to this inspection
Updated
30 November 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.
Inspection team
The inspection was undertaken by one inspector 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 does not have a manager registered with the Care Quality Commission. This means that the provider is 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 manager would be in the office to support the inspection.
What we did before the 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.
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 used all this information to plan our inspection.
During the inspection
We spoke with 11 people including people who used the service and their relatives, about their experience of the care provided. We spoke with 10 members of staff including the provider, manager, office staff and care staff.
We reviewed a range of records. This included three people’s care records and medication records. We looked at five 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.
Updated
30 November 2021
About the service
Care Solutions (Liverpool) is a care agency providing care to people in their own homes. They provide care to approximately 80 people and are registered to provide care to people with dementia, older people, people with a physical disability, people with a sensory impairment and younger adults.
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 were kept safe, one person told us, “I feel safe with their care.” Staff could easily access people’s care plans and knew who to speak to if they had concerns. Most people had their care delivered on time and for the right amount of time.
People were supported by staff that received good inductions and training. People told us staff understood their needs and they saw new staff shadowing more experienced staff.
People were supported by staff that were kind and caring. People told us that staff were friendly and took the time to chat. One person told us, “I trust the staff, they know me well.”
People’s concerns and complaints were listened to. We spoke to one person who had complained to the service and found that improvements were made; they said, “It is now a good support for us all.” People received care that was personalised to them, we saw that care plans were focussed on people’s needs, likes and dislikes.
People received a service that had systems in place to deliver good quality and person-centred care. At times there were some gaps around the governance of the service although the provider and manager were aware and put things in place to improve.
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 practice.
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 2 July 2020 and this is the first inspection.
We have made a recommendation about the provider making sure they meet their statutory obligations. Please find more details at the end of the report.