Cradley Care Services Ltd

Updated 15 March 2023

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

This inspection was carried out by 1 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.

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

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

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.

What we did before the inspection

We used the information the provider sent us in the provider information return. 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 information we had received about the service since it was registered. We sought feedback from the local authority and professionals who work with the service. This information helps support our inspections.

We used all of this information to plan our inspection.

During the inspection

When we visited the office, we spoke to the registered manager, and a care co-ordinator who supports the registered manager.

We reviewed a range of records. This included 5 people’s care and medication records. We looked at 5 staff files in relation to recruitment and staff supervision. A variety of records in relation to the management of the service, including policies and procedures were reviewed.

Updated 15 March 2023

About the service

Cradley Care Services is a domiciliary care agency. The service provides personal care to people living in their own homes. At the time of our inspection there were 50 people using the service.

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

Some systems to monitor the quality of the service had not been effective. Robust auditing had not taken place and had not identified that Electronic Call Monitoring Records (ECM), were incorrect and that call times were inaccurately recorded.

People felt safe and trusted staff. Staff knew how to support people to keep them safe. Prescribed medication was given according to the prescriber’s instructions. Carers had received training to recognise and report signs of abuse.

Safe recruitment processes were in place and staff received a thorough induction to familiarise themselves with the expectations of the role and the values of the service. Staff received appropriate training and supervision to help them acquire the skills and knowledge to fulfil their role and responsibilities.

People told us staff were caring and compassionate. People were treated with dignity and respect and their independence was promoted and encouraged by staff.

People’s needs were assessed before the service provided them with care or support. People and their relatives, where appropriate, were involved in this process.

The registered manager was open and transparent and promoted a person-centred culture within the service according to staff. Systems and processes were in place to seek the views of the people who used it.

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.

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 09 June 2021 and this is the first inspection.

Why we inspected

This was a planned inspection as the service was unrated.

Enforcement

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.

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.