• Services in your home
  • Homecare service

Care4u Office

Overall: Requires improvement read more about inspection ratings

Aidan House, Tynegate Precinct, Sunderland Road, Gateshead, Tyne and Wear, NE8 3HU (0191) 477 7344

Provided and run by:

Important: This service was previously registered at a different address - see old profile

Latest inspection summary

On this page

Background to this inspection

Updated 29 June 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 team consisted of two inspectors 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 homes.

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 announced the inspection. This was because the majority of the inspection took place remotely.

Inspection activity started on 18 May 2022 and ended 8 June 2022. We visited the location’s office on 27 May 2022.

What we did before the inspection

We reviewed the information we had received about the provider since it registered with CQC. We sought feedback from the local authority. The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers 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 requested and reviewed care records remotely. We visited the office and spoke to the registered manager and office staff. We spoke to two people who use the service and four relatives of people who use the service. We contacted seven members of care staff by email.

Overall inspection

Requires improvement

Updated 29 June 2022

About the service

Care4u Office is a domiciliary care agency providing personal care to people in their own homes. At the time of our inspection there were eight people using the service.

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

Medicines were not always managed safely, documents were not completed correctly and medicines audits were not taking place. The provider assured us this would be addressed quickly.

Systems were in place to safeguard people from abuse. People told us they felt safe with their carers. Risks to people's safety were assessed. Staff were recruited safely and staff were suitably trained to carry out their roles. People told us staff wore their PPE when caring for them.

Staff received regular training, supervision and appraisal. People received effective support with eating and drinking. 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.

People received personalised support based on their needs and preferences. People were supported to maintain their relationships and interests. Staff were proud of the support they were able to provide. The provider had a complaints procedure in place.

Feedback from people and their relatives was regularly sought and acted on. People, relatives and staff spoke positively about the culture and values of the service.

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 27 November 2020 and this is the first inspection.

Why we inspected

This inspection was prompted by a review of the information we held about this service.

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 breaches in relation to the safe management of medicines and in quality assurance processes at this inspection.

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.