Archived: Intouch Care Services Limited

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.