KCL Care Limited

Updated 17 November 2018

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check 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 was announced and completed by one inspector. The provider was given three days’ notice because the location provides a domiciliary care service and we needed to be sure that the registered provider and their staff would be available. The inspection site visit activity started on 18 October and ended on 26 October 2018. It included telephone calls to people using the service and relatives. We visited the office location on 26 October 2018 to speak with the registered manager and office staff; and to review care records and policies and procedures. In addition, the inspector also visited two people within their own home who received services.

On this occasion we had not asked the provider to complete a Provider Information Return. 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 gave the provider and registered manager the opportunity to discuss any developments during the inspection. We checked the information we held about the service and the provider. This included notifications that the provider had sent to us about incidents at the service and information that we had received from the public. We used this information to formulate our inspection plan.

We spoke by telephone with two people who used the service. We visited two people at home and spoke with their relatives who were present at the visit. We also spoke with three members of care staff, the care coordinator and the registered manager. After the inspection we asked for feedback on the service and received two emails from one social care and one health care professional about the service.

We looked at the care records for four people to see if they were accurate and up to date. In addition, we looked at audits completed by the provider in relation to reviews and medicine management to reflect on the service and its continuously monitored and reviewed to drive improvement. We also reviewed the recruitment records for two staff to ensure the provider had taken the correct checks prior their employment.

Updated 17 November 2018

The inspection took place between 18 October to 26 October 2018 and was announced. At the last inspection we rated the service overall as ‘Requires improvement’ at this inspection we saw the necessary improvements had been made.

This service provides care at home to older adults and younger adults living with a range of health conditions and needs to live independently in the community within the Nottingham area. CQC only inspects the service being received by people provided with 'personal care'; help with tasks related to personal hygiene and eating. Where they do, we also take into account any wider social care provided. At the time of our inspection, ten people were receiving personal care as part of their care package.

KCL Ltd had 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.

When complaints had been received they had not been processed in line with the providers complaints policy. Care plans did not contain how people communicated their needs or any cultural or religious needs. We saw the care plans were detailed in relation to people’s care requirements.

People felt safe with the care staff to protect from the risk of harm. Risk assessments had been completed to cover all aspects of care including the environment and/or any equipment used. There was sufficient staff to support people’s needs which was flexible to any requested changes.

Some people had support with medicine which was completed following current guidelines. Individual’s health care was monitored and referrals made to support ongoing wellbeing. When people had support with their meals, they were provided with a choice and this was recorded to ensure a balanced diet was available.

Staff had received training for their role. This supported them to provide kind and compassionate care to people. Care was taken to reduce the risk of infections. Relationships had been established which maintained their dignity and respect. Documents were kept confidential.

People had been encouraged to provide feedback on the service they received. Changes had been made as lessons were learnt to develop the service. Staff felt supported and able to obtain guidance for their role.

Partnerships had been established with health and social care professionals and local community services. The provider had completed audits which had been used to drive improvements to training and ongoing service development.

The registered manager understood their role and ensured events were reported. They had displayed the current rating at the service. When recruiting staff, the appropriate checks had been made.