8 January 2024
During an inspection looking at part of the service
Sensitive Care Solutions Ltd., is a domiciliary care agency, providing personal care to people in their own homes. At the time of inspection, 50 people were receiving personal care. 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 were highly complimentary of the support and care they received and told us they would recommend the service to others. A relative told us, “They are proactive, diverse, and they have managed my expectations extremely well.”
Systems and processes were in place to support people's safety. People's needs, including their safety were assessed and monitored. People were supported by staff who had been recruited consistent with the provider's policy. There were sufficient staff to meet people's needs.
People and family members spoke of the reliability of the service, and the consistency of staff who provided their care. People received the support they required with their medicines. Staff worked consistently within the providers policy and procedure for infection prevention and control.
People received good quality care outcomes, supported by the commitment of all staff to deliver person centred care, considering equality characteristics, and the individual needs and preferences of people.
The provider recognised the importance of staff wellbeing, and how the supporting of staff had a positive influence on the quality of the service provided. Staff spoke positively of the management team and the support they received.
The provider's systems and processes monitored the quality of the service. People's views and that of family members and staff were sought through surveys, which were analysed and used to identify where improvements were needed. A range of audits were undertaken to monitor the quality of care provided. Staff were supported through ongoing monitoring and effective communication, which included regular staff meetings to support the delivery of good quality care.
Partnership working with external professionals, and links with local universities and colleges, supported the provider in delivering good outcomes for people, and supported continuous learning and development of the service.
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 14 March 2019).
Why we inspected
This inspection was prompted by a review of the information we held about this service.
We undertook a focused inspection to review the key questions of safe and well-led only.
For those key questions not inspected, we used the ratings awarded at the last inspection to calculate the overall rating.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Sensitive Care Solutions Ltd on our website at www.cqc.org.uk
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.