Archived: Kindcare

Updated 1 October 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.

As part of this inspection we looked at the infection control and prevention measures in place. This was conducted so we can understand the preparedness of the service in preventing or managing an infection outbreak, and to identify good practice we can share with other services.

Inspection team

The inspection was carried out by one inspector.

Service and service type

This service provides care and support to people living in their own homes.

The service had a manager registered with the Care Quality Commission. The registered manager was also the provider and are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

The inspection was announced. We announced the inspection a few days in advance to ensure appropriate management would be available to participate in the inspection process and to make arrangements for information to be shared with the commission before the site visit.

Inspection activity started on the 1 September and ended on 3 September 2021. We visited the office location on 3 September 2021.

What we did before the inspection

We reviewed information we had received about the service since they registered with CQC. We spoke with two people who used the service and five relatives.

The provider had completed 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 took this into account when we inspected the service and made the judgements in this report.

We used all this information to plan our inspection.

During the inspection

We visited the main office to review records and met with the provider. We reviewed a range of records. This included two people’s support records. We looked at two 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 spoke with five staff members. We continued to seek clarification from the provider to validate evidence found. We reviewed the additional documentation we had requested from the provider prior to and during the site visit.

Updated 1 October 2021

About the service

Kindcare is a domiciliary care service that provides personal care and support to people living in their own homes. At the time of the inspection ten people were being supported.

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

People, and their relatives, were extremely positive about the care and support they received from Kindcare staff and management. Comments included, “They are all very good, never let us down. We are very happy with the care and don’t think you could possibly get better anywhere”, “Kindcare are really very, very good, they have a wonderfully consistent approach. I have been there in the house when they have visited, they have not known I was there, and yet I can tell you their way of helping and communicating with (Person’s name) was always to the same high standard” and “I cannot fault them, they do lots of little things that are outside of the basics, and that is what makes them such a good agency. There is one carer in particular who really does go above and beyond when it is needed, she is amazing.”

People were supported to be as independent as possible and have control over their lives. People's dignity was respected, and staff encouraged and supported people to make decisions and choices about how they spent their time. Staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Care and support was provided mostly in hourly visits, to ensure adequate time was made available for staff to meet people’s needs and have their wishes taken into account. Care plans were person centred, accurate and kept under regular review, with the involvement of the person and their family. They provided staff with comprehensive guidance to ensure people’s needs were met. Risks were assessed and carefully monitored to ensure individuals safety.

People received support with their healthcare and nutritional needs. Staff told us, “We have time to sit with people, have a chat, encourage them to have a drink or some food if needed.” Records showed staff monitored some people’s intake and shared any concerns with the next shift of staff as necessary. There were effective electronic communication systems in place.

There were sufficient staff to support people’s assessed needs. The rota was planned in advance and people received care from a consistent group of familiar faces. Any changes to the rota were communicated effectively to staff and people via an electronic communication system. All the people and staff we spoke with were consistently positive about Kindcare. Staff told us, “I love it, we are given the time to get to know our clients. We do mostly one-hour calls, no dashing in and dashing out. We are not task orientated at all, I even play with one of my client’s dogs, and we have a coffee together. It is quality time we spend with people” and “I am happy at work and then go home happy, what more can you ask for?”

Staff had access to a range of training and support which helped to ensure people received good care and support, in accordance with their needs. Staff told us, “The training is so thorough. (Provider’s name) really cares that we all have as much knowledge as possible so we can provide the high-quality care our clients deserve. We learn new things all the time, above the standard that is necessary”

The provider was passionate about recruiting the right staff and matched them specifically to people who received care and support. Staff told us, “(Provider’s name) is so committed, like me, we are passionate about good care. The provider won’t just take on anyone when we recruit new staff, they take time to find the right match for the client. It works well.” Staff were recruited safely. The service had continued to recruit throughout the COVID-19 pandemic, to ensure there were enough staff to cover for sickness or for staff who needed to self-isolate. Staff were supported by a system of induction, training, supervisions, appraisals and staff meetings. There was a COVID-19 infection prevention and control policy. It held all current government guidance. Staff followed infection control guidance to help ensure the safety of the people and visitors. All staff had received both vaccinations against COVID-19.

Staff understood people’s individual communication needs and supported people to maintain relationships with others. The provider told us, “We provided bluetooth speakers to some people during the pandemic lockdowns, to help them with the isolation. This was so they could voice activate requests for their favourite music and specific information. We also supported people to access library books.”

The provider was committed to providing the best service possible. They told us, “We don’t just provide the care. We check smoke alarms, remind people when gas bottles that need changing. We go over and above. Sort clothes for them to help them, hoover if it seen as needed even if that is not what we normally do, we do it. If it makes the person happy, we do it. We will iron things for people if they need it. We dust or clean up properly after showers etc., if it helps the family to reduce their burden, we do it. It might seem like little things, but it makes a lot of difference to them and that is why we do it”

The provider had effective and robust oversight of the service and carried out regular audits and checks to help identify any concerns that may arise. This helped them to continually improve the service provided.

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 in July 2020 and this is the first inspection.

Why we inspected

This was a planned inspection to provide a first rating of the service since their registration.

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.