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Trust Quality Care Ltd

Overall: Good read more about inspection ratings

The Bordesley Centre, Stratford Road, Sparkhill, Birmingham, West Midlands, B11 1AR (0121) 753 7777

Provided and run by:
Trust Quality Care Ltd

Latest inspection summary

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Background to this inspection

Updated 4 June 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. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team:

The inspection was completed by one inspector and an expert by experience with their area of expertise in people receiving home care services. 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. It provides a service to older adults.

Not everyone using Trust Quality Care receives the regulated activity; 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.

The service did not have a manager registered with the Care Quality Commission and the provider was in the process of recruiting to the post. A registered manager 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 48 hours’ notice of the inspection visit. Inspection site visit activity started on 16 May 2019 and ended on 17 May 2019. We visited the office location on 16 May 2019 to see the provider and office staff; and to review care records and policies and procedures.

What we did:

Prior to the inspection, we reviewed information we had received about the service since the last inspection. This included details about incidents the provider must notify us about, such as alleged abuse and serious injuries. We assessed the 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 all this information to plan our inspection.

During the inspection, we spoke with eight people and six relatives to ask about their experience of the care provided. We spoke with six members of care staff, two care coordinator, two HR staff and the providers representative.

We reviewed a range of records. This included four people's care records and their medication records and three care staff recruitment files. Records were reviewed, in relation to training and supervision of staff, the management of the home and a variety of policies and procedures developed and implemented by the provider.

Overall inspection

Good

Updated 4 June 2019

About the service: Trust Quality Care is a domiciliary service that was providing personal care to 67 people living in their own homes at the time of the inspection.

People’s experience of using this service:

People were supported safely and from safe they knew and trusted. Staff knew how to recognise potential abuse and who they should report any concerns to.

Staff understood the risks to people’s health and how best to support people. Staff were trained to meet people’s needs and acted promptly to refer people to healthcare professionals when required.

Staff recruitment processes included a check of their background to review staff suitability to work at the

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.

People enjoyed positive relationships with the staff team and were treated with kindness and respect. People’s independence was promoted by staff who encouraged them.

People’s needs and routines were known and supported by staff who ensured these were met and respected. People knew how to complain if needed, and were confident any comments or concerns were listened and acted on.

People and staff were happy with the way the service was led and managed and the provider worked well with external professionals to ensure people’s needs were met.

Service management and leadership was consistent and areas for improvements were identified. The registered manager gathered people’s views and experiences and made any necessary improvements.

We found the service met the characteristics of a “Good” rating.

Rating at last inspection: Good (Report published on 22 December 2016)

Why we inspected: This inspection was a scheduled inspection based on previous rating.

Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our inspection programme. If any concerning information is received, we may inspect sooner.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk