Updated 10 May 2019
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
Inspection team:
The inspection team consisted of one inspector, an assistant inspector 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 and their area of expertise was in older people.
Service and service type:
Cloud 9 Care Limited is a domiciliary care service and is registered to provide personal care to older people and people with physical care needs.
The service had a manager registered with the Care Quality Commission. 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.
Notice of inspection:
We gave the service 48 hours’ notice of the inspection visit because the manager is often out of the office supporting staff or providing care. We needed to be sure that they would be in.
Inspection site visit activity started on 11 April 2019 and ended on 16 April 2019. Activities included visiting three people in their own homes, and speaking with people who used the service and their relatives by telephone. Interviewing staff and contacting them by email. We visited the office location on 11 April 2019 to see the manager and to review care records and policies and procedures.
What we did:
Prior to our inspection we reviewed notifications we received from the service. Notifications are changes, events or incidents that the provider is legally obliged to send us within the required timescale.
Before the inspection, the provider completed a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make.
We spoke with 11 people who used the service and four relatives. We interviewed six staff and the registered manager.
We reviewed the care records of three people. We also looked at records relating to the overall quality and safety management of the service, complaints, three staff recruitment files, staff training records and medicines management.