Your Quality Care Services Limited

Updated 24 September 2019

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 two inspectors, this was to enable visits to service users to be conducted on the same day of the inspection.

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. 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 24 hours’ notice of the inspection. This was because the service is small and people are often out and we wanted to be sure there would be people at home to speak with us.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection-

We spoke with three people who used the service and one relative about their experience of the care provided. We spoke with five members of staff including the registered manager, assistant manager, senior care workers and the clinical and quality assurance director.

We reviewed a range of records. This included four people’s care records and multiple medication records. We looked at two staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at training data and quality assurance records. We spoke with professionals who regularly work with the service. We also contacted an additional three people using the service by telephone.

Updated 24 September 2019

About the service

Your Quality Care Services Limited is a domiciliary care agency which provides assistance with personal care to people living in their own homes. At the time of the inspection they were providing support to 16 people.

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

People said they felt safe with staff and were overwhelmingly positive about all aspects of their care. Risks to people were appropriately recorded and monitored and procedures were in place to keep people safe. People received their prescribed medicines safely and were supported by caring, competent members of staff. Staff were trained in a unique training room that was set up to present as a standard living room, which helped their understanding of their clients’ needs and care. People were protected from the risks associated with the spread of infection.

Care plans and risk assessments were person centred, detailed and kept up to date with regular reviews. Information about people was written in a respectful and personalised way. People and their relatives were heavily involved in the planning and delivery of their care. Staff arrived on time and stayed for the allocated time that was agreed in the contract.

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; the policies and systems in the service supported this practise. People’s health care and nutritional needs were monitored and understood by staff.

People were treated with respect and their right to privacy was understood and respected by staff.

There was a complaints procedure in place and people were confident any complaints would be addressed quickly. People’s communication needs were assessed and understood by staff. People were provided information in a format which met their needs. There were systems in place to ensure people’s preferences during their final days and following death were understood and respected.

People, relatives and staff were encouraged to share their feedback and the registered manager was open to suggestions and approachable. Staff spoke positively about the leadership of the service.The registered manager was keen to improve and extend the service by using new technology and promoting good practice.

The service supported people and their relatives by offeringfree training for family and friends who felt they were struggling with the adjustment their loved ones requiring 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 Good (published 26 January 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.