Falcon Carers

Updated 18 October 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 was carried out by 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 houses and flats.

Notice of inspection

We gave the service 24 hours’ notice of the inspection. This was because we needed to be sure that the provider would be in the office to support the inspection.

Inspection activity started on Wednesday 21 September 2022. We visited the location’s office on Wednesday 21 September and Friday 23 September 2022.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority. We used the information the provider sent us in the provider information return (PIR). 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 used all this information to plan our inspection.

During the inspection

We spoke with two people who used the service and eight relatives about their experience of the care provided. We spoke with six members of staff including the provider, a care coordinator and care staff.

We reviewed a range of records. This included seven people’s care records and multiple medication records. We looked at five 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 continued to seek clarification from the provider to validate evidence found.

Updated 18 October 2022

About the service

Falcon Carers is a domiciliary care agency providing personal care to 37 people at the time of our inspection. The service largely provides support to people living in the Trafford borough of Greater Manchester.

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

There had been significant changes made at the service since our last inspection and the quality and safety of care people received was much improved.

People were supported by staff who knew their risks well and took actions to safeguard them from harm and abuse. There were enough staff at the service to meet people’s needs. Staff supported people to prompt and administer medications in a safe way and staff took the necessary precautions to mitigate the risk of the spread of infection.

Staff were recruited safely, and staff received training to enable them to support people effectively. Records had been updated to reflect people’s needs and wishes. People had access to healthcare as required. 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.

People’s feedback reflected an improved quality of care and people told us they were supported by staff who were kind and who promoted dignity and independence.

There was a complaints policy now in place and people knew how to make a complaint and raise concerns.

The electronic care record system was now fully operational, and this enabled the provider and the care coordinators to have a greater oversight of the service. Regular governance checks had now been put in place.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection and update

The last rating for this service was inadequate (published 29 April 2022) and there were breaches of regulations.

At this inspection we found improvements had been made and the provider was no longer in breach of regulations.

This service has been in Special Measures since 15 October 2021. During this inspection the provider demonstrated that improvements have been made. The service is no longer rated as inadequate overall or in any of the key questions. Therefore, this service is no longer in Special Measures.

Why we inspected

This inspection was carried out to follow up on action we told the provider to take at the last inspection.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Falcon Carers on our website at www.cqc.org.uk.

Follow up

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