We carried out a review of the data available to us about Jewel Home Support (Lancs) on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Jewel Home Support (Lancs), you can give feedback on this service.
Jewel Home Support (Lancs) is a domiciliary care agency. It provides personal care to people who live in their own homes. It provides a service to older people and those who may live with dementia and a physical disability.
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. At the time of our inspection the service was providing support to 60 people.
People’s experience of using this service and what we found
Although the provider identified and managed risks to people, we have made a recommendation for risk assessments to contain more person centred detail.
Staff were knowledgeable about risks to people and people and their relatives told us they felt staff delivered care and support in a way which kept them safe and free from harm.
Although the service had received some complaints about the quality and consistency of care and support, changes had been made to improve the quality of the service people received. Action had been taken to help lessen the risk of repeated complaints in the future.
Since the last inspection, changes had been made to practices and systems to help staff feel better supported in their roles. Staff told us they felt well supported by the management team. Staff recruitment process ensured staff were safe to work with people.
People had a say in their own care and support plan and were supported by a consistent staff team who were familiar with their needs and routines. Staff supported people to retain their independence in order to remain living in their own homes.
We received positive feedback from both people who used the service and their relatives about the care and support they received.
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.
The service demonstrated a commitment to delivering good quality care and support to people. Governance processes had been improved to help better evaluate performance to monitor and improve standards of care. This was underpinned by collaborative working to achieve positive outcomes for people.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was good (21 October 2021). At our last inspection we recommended the provider developed risk assessments to include further detail for staff to follow, renewed systems for supporting staff and reviewed their governance processes to help better evaluate performance to monitor and improve standards of care.
At this inspection we found that although the provider had acted on our recommendations and made improvements, further time was required to evidence the effectiveness of improved practices.
Why we inspected
The inspection was prompted in part due to concerns received about staff training, medicines managements and staffing. As a result, we undertook a focused inspection to review the key questions of safe and well-led only.
We found no evidence during this inspection that people were at risk of harm from these concerns. Please see the safe and well-led sections of this full report.
For those key questions not inspected, we used the ratings awarded at the last inspection to calculate the overall rating.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.
Jewel Home Support is a home care service providing care and support to people in their own homes. 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. The service was supporting 38 people at the time of our inspection.
People’s experience of using this service and what we found
Management and governance systems needed further development and embedding to ensure all aspects of care and safety were consistently monitored and improved. Although governance systems had identified areas needed for improvement, it wasn’t always clear as to what action had been taken to remedy this.
We have made a recommendation about reviewing governance processes to help better evaluate performance to help improve standards of care.
Risks assessments associated with people's care were carried out and managed to minimise harm, although further guidance was required for staff to help manage and mitigate risk to people.
We have made a recommendation about reviewing risk assessments to ensure they contain the required information for staff to follow.
Staff were able to explain the needs and wishes of people and how they helped them to remain safe. Staff told us they would act to protect people if they believed them to be at risk of avoidable harm.
People's experience of using the service was generally positive. People told us they received the care and support they needed. People told us staff were helpful and kind and treated them with dignity and respect. Positive relationships had been developed between staff and people they supported, and both people and their relatives confirmed this.
However, some people told us that not all staff were aware of their needs when they visited for the first time, this was confirmed by some staff.
We have made a recommendation about developing systems to support staff and governance systems to ensure high standards of care and support.
The registered provider and manager responded positively to our findings at inspection, which demonstrated their commitment to continuous and sustained improvement.
The service followed best practice guidance regarding the management of COVID-19 and maintaining standards of infection control.
Rating at last inspection
This service was registered with us on 14 July 2020 and this is the first inspection.
Why we inspected
This was a planned inspection based on the service’s first inspection.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.