Archived: Consummate Care (UK) Ltd

Updated 5 July 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 site visit took place on 7 June 2018. The inspection was announced. The provider was given 48 hours' notice because the service provides a domiciliary care service and we needed to be sure staff and the care manager would be available to speak with us about the service.

This was a comprehensive inspection and was undertaken by two inspectors.

Before our visit we looked at the ‘Report of Actions’ the provider sent to us after our last inspection in April 2017. This detailed the actions the provider was taking to improve the service. We also reviewed the information we held about the service. We looked at statutory notifications the provider had sent to us. A statutory notification is information about important events which the provider is required to send to us by law.

We reviewed information the provider sent us in the Provider Information Return (PIR). This is information we require providers to send us at least once annually to give us some key information about the service, what the service does well and improvements they plan to make. During our visit we found the PIR was an accurate assessment of how the service operated.

We conducted telephone interviews with 10 people and three relatives of people to obtain their views of the service they received.

During our office visit we spoke with the provider, the director, the human resources officer, the care manager, a senior care worker and two care workers.

We looked at three people's care records and other records related to people’s care, including risk assessments, medicines records and daily logs. This was to see how people were cared for and supported and to assess whether people’s care delivery matched their records.

We reviewed three staff files to check staff were recruited safely and were trained to deliver the care and support people required. We looked at records of the checks the provider and care manager made to assure themselves people received a good quality service, including complaints, medicine records and accident and incident records.

Updated 5 July 2018

This inspection took place on 7 June 2018. The inspection was announced.

Consummate Care (UK) Ltd is registered to provide personal care support to people. At the time of our inspection the agency supported 17 people with personal care and employed 19 care workers, including two senior carers. The service is located in Coventry in the West Midlands.

This service is a domiciliary care agency. It provides personal care to people living in their own homes, including, older people, people living with dementia, physical and learning disabilities and mental health problems.

Before our visit the provider had told us they had moved the provider’s registered address and the location address from which the service was operating. However, our records showed the provider had not completed the necessary forms to add the new location to their registration. This meant the provider was in breach of the condition of their registration that allows them to operate from a specific location. We spoke with the provider who told us they would take immediate action to address this.

The information in this report relates to the service provided from the provider address at Koco Building 15 Arches Industrial Estate, Coventry and not the location, Sutherland House, Matlock Road, Coventry as stated on the front of this report.

We last inspected Consummate Care (UK) Ltd in April 2017 and gave the home an overall rating of 'Requires Improvement'. This was because people’s medicines and some risks associated with people’s planned care had not been safely and consistently managed. Furthermore, the provider’s quality monitoring systems were not effective and did not support continuous improvement. We found two breaches of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. Regulation 12 (Safe care and treatment) and Regulation 17 (Good governance).

We asked the provider to send us a report, to tell us how improvements were going to be made to the service. The provider sent us an action plan which said all actions would be completed by September 2017.

At this inspection on 7 June 2018 we checked to see if improvements had been made and if they were effective. We found improvements had been made and action had been taken in response to the breaches in the Regulation.

The service did not have a registered manager. However, action was being taken to address this. A requirement of the provider’s registration is that they have a registered manager. 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.

Improvements had been made to the way people’s medicines and risks associated with people’s planned care were managed. Risk management plans were up to date and provided staff with the information they needed to safely manage and reduce known risks. Care workers followed the guidance provided and understood how to minimise risks to people's safety.

The management team completed regular checks to monitor the quality and safety of service provided, and encouraged people, relatives and staff to share their views about the service to drive forward improvements.

The provider’s staff recruitment systems reduced the risk of recruiting unsuitable staff. People felt safe with their care workers and there were enough care workers to provide all planned care calls, at the times expected and for the length of time needed. The management team and care workers understood how to protect people from abuse and their responsibilities to raise any concerns.

Significant improvements had been made to people’s care records. Records were personalised, very detailed and informed care workers how people wanted their care and support to be provided. People and, where appropriate, relatives were involved in developing and reviewing planned care.

Care workers had a good understanding of the needs and preferences of the people they supported. People who required support had enough to eat and drink and were assisted to manage their health needs.

The care manager and care workers worked with other professionals to support people to maintain their health and well-being. People and relatives felt care workers had the knowledge and skills needed to meet their needs.

Care workers received an induction into the organisation, and a programme of on-going training to support them in meeting people's needs effectively. Care workers felt valued and received regular management support through individual and team meetings.

People’s privacy and dignity was respected and their independence promoted. The care manager had an understanding of the Mental Capacity Act 2005 (MCA) and Deprivation of Liberty Safeguards (DoLS). Care workers sought people’s consent before care was provided.

People were supported to have maximum choice and control of their lives and care workers supported them in the least restrictive way possible. People and relatives were satisfied with the service provided and the way the service was managed. People and relatives were provided with information about how to make a complaint. No complaints had been received by the service.