Quality Life Matters Care Services Ltd

Updated 4 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 homes.

Registered manager

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 2 days’ notice of the inspection. This was because it is a small service and we needed to be sure that the registered manager would be in the office to support the inspection. We also gave time for the registered manager to send us inspection information, so we did not have to spend an extended amount of time in the office of the service.

Inspection activity started on 8 February 2023 and ended 9 February 2023. We visited the office location on 9 February 2023.

What we did before the inspection

We reviewed information we had received about the service since registration and 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.

During the inspection

We spoke with 1 person who used the service about their experience of the care provided. We also spoke with 2 care staff and the registered manager. We reviewed a range of records. This included 1 care plan.

We looked at 2 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 also reviewed.

Updated 4 March 2023

Quality Life Matters Care Services Ltd is a domiciliary care agency providing personal care to people with health and social care needs 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. At the time of the inspection one person was receiving personal care support.

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

Systems and processes were not always in place to support people’s safety. Risks to the person had not always been outlined in detail to ensure the risk was prevented or reduced. The person was supported by staff who had not always undergone a robust recruitment process. Staff were not all up to date with training so there was a risk of not meeting the person’s needs.

The provider’s systems and processes had not always effectively monitored the quality of the service being provided. Audits undertaken to monitor the quality of care provided had not always identified issues needing improvement.

The person using the service spoke positively of the reliability of the service. There were sufficient staff to meet the person’s needs. The person told us they felt safe and staff ensured they were safeguarded from harm. Staff followed the provider’s policy and procedure for infection prevention and control.

The person’s needs were assessed and kept under review and reflected all aspects of their care. They contributed to the assessment process. The person’s health care needs were recorded and met.

The person was supported to have maximum choice and control of their life 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 person spoke of the kind and caring approach of staff and said they were involved in decisions about their care, and their views were respected by staff.

The person was aware of how to raise a concern. They were confident any issues raised would be swiftly and effectively followed up.

Staff were supported through ongoing monitoring and good communication, which ensured information was shared in a timely manner to support in the delivery of personal care.

The person’s views had been sought through a survey, which had been analysed and used to identify if improvements were needed.

Rating at last inspection and update

This service was registered with us on 25 January 2022 and this is the first inspection.

Why we inspected

This inspection was carried out to provide the first rating of this service following registration.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.