Archived: Intouch Care Services Limited

Updated 2 July 2022

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 Health and Social Care Act 2008.

Inspection team

The inspection was carried out 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.

Registered Manager

This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. 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.

At the time of our inspection there was a registered manager in post.

Notice of inspection

We gave the service 24 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.

Inspection activity started on 7 April 2022 and ended on 12 April 2022. We visited the location’s office/service on 7 April 2022. Calls were made to people and staff on 8 and 11 April 2022. Feedback was given to the registered manager on the 14 April 2022.

What we did before the inspection

We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We reviewed on-going monitoring such as information received. This information helps support our inspections. We used all this information to plan our inspection.

During the inspection

We spoke with one person and one relative about their experience of the service provided. We spoke with five staff members, including the registered manager, care-coordinator and three care workers. We looked at two staff files in relation to recruitment and staff supervision. We looked at four people's care records including medication records. We reviewed a variety of records including records relating to the management of the service.

Updated 2 July 2022

About the service

InTouch Care Services Limited is a care at home service providing personal care for six people, some of whom were living with dementia and a physical disability. The service supports people living in their own homes.

People’s experience of using this service and what we found

Care records did not contain guidance for staff to follow to assist people with their medical equipment such as a nebuliser. Incidents and accidents had not always been recorded to allow the manager to identify themes or trends to enable them to reduce these. Audits were not detailed enough and did not identify the shortfalls we found during the inspection.

Staff knew how to safeguard people from abuse. Medicines were managed safely. Staff followed safe infection control practices. Staff had the necessary skills and training to support people safely. Staff treated people well.

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. Staff worked with other agencies to ensure people received joined up care. Staff received regular spot checks and appraisals. Staff felt supported by the registered manager.

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 July 2020 and this is the first inspection.

Why we inspected

This was a planned inspection as the service had not previously received a rating.

We have found evidence that the provider needs to make improvements.

You can see what action we have asked the provider to take at the end of this full report.

Enforcement and Recommendations

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 and will take further action if needed.

We have identified a breach in relation to the governance of the service.

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 from 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 continue to monitor information we receive about the service, which will help inform when we next inspect.