Background to this inspection
Updated
15 February 2020
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 Care Act 2014.
Inspection team
The inspection was carried out by one 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.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
The service had a manager registered with the Care Quality Commission. The registered manager was also a director of the company. This means that they are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave a short period notice of the inspection because we needed to make sure the registered manager would be available to support the inspection.
Inspection activity started on 14 January 2020 when we spoke on the telephone with people who used the service and family members of people who used the service. We visited the office location on 16 January 2020 and reviewed additional information sent to us to support the inspection process on 22 January 2020.
What we did before the inspection
We reviewed information we had received about the service. We sought feedback from the local authority and safeguarding team. The provider completed a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make.
During the inspection
We spoke on the telephone with three people who used the service and five family members of people who used the service but were not able to speak with us about their experiences of the care provided. We spoke with six staff including care workers and the registered manager. We reviewed a range of records which included three people's care records and medication records. We looked at three staff files in relation to recruitment and staff supervision. We looked at other records relating to the management of the service, such as training records, meeting notes, audits and survey results.
After the inspection
We reviewed additional information sent to us by the provider.
Updated
15 February 2020
About the service
Care2Care (Yorkshire) Ltd is a domiciliary care service providing care and support to people in their own homes. The service was providing personal care to 24 people at the time of the inspection.
Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.
People’s experience of using this service and what we found
The service had responded positively to issues identified in the last inspection that might affect people’s safety. Medicines were now managed safely and care records, including risk assessments, included the detail needed to make sure people’s needs were met safely.
Staff were recruited safely and followed an induction and training programme which had been developed and improved since the last inspection to make sure staff received the training they needed. People felt staff were well trained, but some felt new staff would benefit from a longer period of shadowing more experienced staff.
People we spoke with were complimentary of the care and support they or their relative received and commented positively about the respect staff showed to make sure dignity needs were maintained.
People or, where appropriate, family members said they were fully involved in the development and review of care plans to make sure care and support was delivered as needed and preferred. One person summed this up saying, “I will talk to them about how I want my care provided and the carers are open to that and will respect what I have said to them.”
Care plans were person-centred and included information about what staff needed to do to make sure people’s individual needs were met. Care plans in relation to people’s communication needs would benefit from some further development.
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.
Staff were responsive to people’s health needs and liaised with healthcare professionals as needed.
The service had improved their management of complaints and people told us any issues they encountered were dealt with efficiently and appropriately.
Systems to effectively monitor the quality and safety of the service had been introduced to equip the provider with a robust overview of performance.
People, their family members and staff gave positive feedback about the registered manager. Plans were in place to develop the inclusive culture within the service to further promote quality of care.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was requires improvement (Published 18 January 2019) and there were breaches of regulations 12,17 and 18. At this inspection sufficient improvement had been made, and the provider was no longer in breach of these regulations.
Why we inspected
This was a planned inspection based on the previous rating.