Pleasant Home Healthcare Limited

Updated 24 January 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.

The inspection was carried out on 9 January 2018 and was announced. We gave the provider 48 hours notice. We announced the inspection because we wanted to ensure someone would be available to support us during the inspection. 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.

Before the inspection, we reviewed relevant information that we had about the provider including any notifications of safeguarding or incidents affecting the safety and wellbeing of people. A notification is information about important events which the provider is required to tell us about by law. We also received a Provider Information Return (PIR) from the service. A PIR is a form that asks the provider to give some key information about the service, what it does well and any improvements they plan to make. We sought feedback from professionals that the service was involved with.

During the inspection we spoke with the registered manager and deputy manager.

We reviewed documents and records that related to people’s care and the management of the service. We reviewed five people’s care plans, which included risk assessments, and five staff files, which included pre-employment checks. We looked at other documents such as medicine, training and quality assurance records.

After the inspection, we spoke to eight people, six relatives and four staff.

Updated 24 January 2019

We carried out an announced inspection of Pleasant Home Healthcare Limited on 9 January 2019. Pleasant Home Healthcare Limited is registered to provide personal care to people in their own homes. The 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. At the time of our inspection, the service provided personal care to 30 people in their homes. At the last inspection on 7 June 2016 the service was rated ‘Good’. At this inspection we found the service remained ‘Good’.

The service had a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the legal requirements in the Health and Social Care Act 2008 and the associated regulations on how the service is run.

Most risks had been identified and assessed, which provided information to staff on how to reduce these risks to keep people safe. However, for some people with specific health conditions, there was lack of robust risk assessments in place to ensure they were safe at all times. We made a recommendation in this area. Medicines were being managed safely. There were sufficient staffing levels to support people. Staff had been trained in safeguarding vulnerable adults and knew how to keep people safe. There was a safe recruitment process in place to ensure staff were suitable to support people.

Staff had the knowledge, training and skills to care for people effectively. Staff received regular supervision and support to carry out their roles. People had choices during meal times and were supported with meals when required. Staff knew what to do if people were not feeling well. People’s needs and choices were being assessed regularly through review meetings to achieve effective outcomes.

People and relatives told us that staff were friendly and caring. People were treated in a respectful and dignified manner by staff who understood the need to protect people's human rights. People had been involved with making decisions about their care.

Care plans were person centred and included clear information on how to support people. People and relatives were aware of how to make complaints if they wanted to and staff knew how to manage complaints.

Staff felt well supported by the management team. Some quality assurance and monitoring systems were in place to make continuous improvements. However, there was not an effective audit system in place to ensure medicines were managed safely at all times. We made a recommendation in this area.