Carers With Care Limited

Updated 3 January 2019

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection site visit was carried out by one inspector on 9 November 2018 and it was announced. We gave the service 48 hours’ notice of the inspection visit because the location provides domiciliary care service and we needed to ensure the registered manager or member of the management team would be available to give us access to records. An expert-by-experience made calls to people using the service to gather their feedback about the service. An expert-by-experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Prior to the inspection we reviewed the information we held about the service including notifications we had received. Notifications are information about important events the provider is required to tell us about by law. We also examined the information the provider sent to us in the Provider Information Return (PIR). This is information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make. We used this information in the planning of the inspection.

During the inspection the expert-by-experience spoke with three people and six relatives. We also spoke with the registered manager, the provider, two field supervisors and four care workers. We reviewed five people’s care and medicine administration records (MAR). We looked at five staff files which included recruitment checks, training records and supervision notes. We also reviewed other records relating to the management and running of the service such as the provider’s quality assurance systems, complaints and compliments.

Updated 3 January 2019

Carers With Care Ltd is a domiciliary care agency. It provides personal care to both adult and young people living in their own homes. At the time of our inspection 54 people were using the service.

This inspection took place on 9 November 2018; and was announced. The last inspection of the service took place 28 March 2017 where we found a breach of regulation of the Health and Social Care Act relating to good governance as the systems for assessing and monitoring the quality of the service were not effective. The provider sent us an action plan on how they would improve. At this inspection, we found that the service had made the required improvements and had complied with the regulations. We have rated the service Good.

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The provider undertook checks and audits to monitor the service delivered to people and to drive improvements. The provider worked in partnership with other agencies to develop and improve the service. Staff told us that they had leadership and management support needed to do their jobs effectively. The service operated an open culture which encouraged feedback and learning opportunities when things go wrong.

Staff were trained to keep people safe from abuse. They knew the procedure to report any concerns appropriately. People were protected from avoidable harm as risks were assessed and management plans were in place. Staff reported incidents and accidents appropriately and the registered manager took action to address them and to reduce the risk of recurrence.

There were sufficient numbers of experienced staff to support people safely and staff were appropriately deployed to cover care visits. Staff recruited were vetted to ensure they were suitable to work with people. Staff provided people with the support they required to take their medicines safely. The risk of infection was minimised as staff were trained and knew the procedure to reduce infection from spreading.

Staff were trained and supported in their roles. People received the support they required to eat and drink. Staff supported people to maintain their health and to access healthcare services they needed. Staff liaised with other professionals to ensure people’s needs were met.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. Staff and the registered manager understood their roles and responsibilities under the Mental Capacity Act (MCA) 2005. Staff involved people in their care delivery and obtained consent from people before supporting them.

People received care from staff who were compassionate and caring. People and their relatives were involved in planning their care. People were encouraged to maintain their independence. Staff respected people’s privacy and their dignity. People received care from staff they were familiar with and had developed relationship with. Staff were trained to deliver end of life care in line with people’s wishes.

People had their needs assessed before they started using the service. People’s needs were reviewed and care plans updated to reflect people’s current needs. People received care and support personalised to their needs. The provider made information accessible to people in various formats in accordance with people’s needs and preferences. Care records detailed people’s cultural and religious needs.

People knew how to complain if they wished. The service sought the views of people about the care they received and acted on them.