iCare World Limited

Updated 6 March 2019

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 comprehensive inspection took place on 18 January and ended on 1 February 2019. We gave the service four days’ notice of our first visit to the office on 18 January 2019 because we needed to be sure someone would be available to assist us with the inspection. We made telephone calls to relatives using the service on 21 January and 1 February 2019.

The inspection was carried out by one inspector.

Before our inspection, we looked at information we held about the service. The provider sent us 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 reviewed the information we held about the service, such as notifications we had received from the registered manager. A notification is information about important events which the service is required to send us by law. We sought feedback from the local authority contract monitoring team prior to our visit.

During the inspection, we spoke with the registered manager and the director who also delivered all of the care to people. We made several attempts to telephone people who used the service, but were unable to make contact. We spoke with two relatives of people who used the service.

We looked at a range of documents and records related to people’s care and the management of the service. We viewed two people's care records, one medication record, two staff recruitment, induction and training files and a selection of records used to monitor the quality of the service.

Updated 6 March 2019

A comprehensive inspection of iCare World Limited, took place on 18, 21 January and 1 February 2019. This inspection was announced.

iCare World Limited is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It offers a service to older and younger people living with dementia, learning disabilities, mental health conditions, physical disabilities, sensory impairments, substance misuse problems.

At the time of the inspection, there were four people using the service. The service registered with CQC in August 2017 and this was their first rated inspection.

There was a registered manager in post at the time of our inspection. A registered manager is a person who has registered with the CQC 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.

The provider had robust systems and procedures in place to keep people safe. Staff were competent in their knowledge of what constituted abuse and how to safeguard people.

Medicines were managed effectively and 'As required' medicines were administered accordingly. People’s relatives told us medicines were administered on time and as prescribed.

Risk assessments had been completed and were reviewed regularly. No accidents or incidents had occurred within the service.

Staffing levels were sufficient to meet people's needs and robust recruitment processes were in place to ensure staff were of suitable character to work with vulnerable people.

Staff carried out training to ensure they had adequate skills and knowledge to meet people's needs. However, we were not provided with the evidence during our inspection to show the registered manager had completed their refresher training to ensure their skills were current. The staff supported one another and regularly met to discuss any issues. However, records were not consistently in place to evidence support provided. We made a recommendation to ensure the provider had evidence of their training, supervision and appraisal records.

Staff were aware of people's nutritional needs and people were offered choices about their food preferences. People also received appropriate support from staff to maintain their health and wellbeing.

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 practice.

Staff were caring and respected peoples wishes. People were encouraged to remain as independent as possible. People's privacy and dignity was respected. Staff ensured doors were kept closed during personal care and respected peoples wishes.

Care plans were person centred and reviewed regularly or when people's needs changed. Care plans included people's preferences, likes and dislikes.

The registered manager and director were honest and open. They had plans to develop the service to provide more care and were in the process of recruiting staff.

No complaints had been received and relatives we spoke with said they had no issues to raise. The provider had a complaints policy in place to follow should this be required.

Board meetings were held between the registered manager and director to discuss the development of the service, any concerns and changes to people’s care.

The provider carried out audits to ensure quality assurance checks had been completed. This meant the provider had oversight of what was happening within the service.