7 October 2019
During a routine inspection
Crescent Office is a domiciliary care service providing personal care to 139 people at the time of the inspection. 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 and their relatives told us the service was safe, people were protected from the risk of abuse by staff trained in safeguarding who would not hesitate to alert the registered manager if they had any concerns. Risks were assessed, and controls put in place to minimise the risk of harm to people. Staff were safely recruited and there were usually enough staff deployed to meet people’s needs. Staff were trained to support people with their medicines and to ensure that the risks of infection were minimised.
People’s needs were holistically assessed, and care plans were person-centred with more detailed plans for people who were not able to tell care staff how they wanted their care delivered. Staff told us they felt supported and participated in one to one meetings with their line manager regularly and received regular training and updates. People were happy with the support they received with nutrition. The provider was able to support people with specialist dietary needs. 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 practice.
People and their relatives told us that staff were kind and caring and they were involved in decisions about their care. They were supported to maintain their independence and staff treated them respectfully.
People told us they spoke with the registered manager before commencing a care package and that their care plans were regularly reviewed. Information was available to people in several different formats on request and the provider had met their responsibilities under the Accessible Information Standard. The provider supported a few people to access the community and several relatives told us they were grateful for the respite having a sitting service provided them with. There was a complaints procedure in place and people knew who they should complain to and if necessary would speak to the registered manager, however they had not had any reason to complain. End of life care planning needed to be more fully embedded into care planning.
People and their relatives thought the service was well-led and that the management team were approachable. The service provided was person centred and the registered manager and their team were committed to supporting people to achieve positive outcomes. Feedback was sought from people and their relatives which was mainly positive, negative comments were addressed when received. Good working relationships were in place with health and social care professionals,
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection and update
The last rating for this service was requires improvement (published 18 September 2018) and there were multiple breaches of regulation. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.
Why we inspected
This was a planned inspection based on the previous rating.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Crescent Office on our website at www.cqc.org.uk.
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.