Background to this inspection
Updated
10 March 2020
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. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
This inspection was carried out by one inspector and one assistant inspector.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
Notice of inspection
This inspection was announced.
We gave the service 24 hours’ notice of the inspection. This was because people are often out and we wanted to be sure there would be people at home to speak with us.
What we did before the inspection
We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We received feedback from one healthcare professional.
During the inspection
We spoke with the registered manager, regional manager, 14 members of staff, eight people and one relative. We looked at 14 people’s care records, records of accidents, incidents, and complaints received by the service. We looked at, recruitment records, staff supervision, appraisal records, training matrix, and audits completed by the registered manager.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We looked at the services policies and procedures.
Updated
10 March 2020
About the service
Custom Care (Cannock) is a Domiciliary Care Agency (DCA) registered to provide personal care. People are supported with their personal care needs to enable them to live in their own homes and promote their independence. At the time of the inspection the service supported 155 people with personal care in their own homes.
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
Care files for people did not always have risk assessments for their medical needs. For people who required catheter or stoma care, there was no specific risk assessment to guide staff on how to support them safely.
Some people needed their medicine as a patch which was stuck onto their skin. The provider had not ensured this application was managed safely.
The provider had no systems in place for auditing care plans. Following feedback, the registered manager told us they had identified a process they were going to put into place.
The provider had Effective systems in place to safeguard people from harm and abuse. All recorded safeguarding concerns had been reported to the appropriate authorities.
The registered manager took the necessary action to implement the required learning identified for service improvements through a trend analysis
Care plans were an ongoing document and written using the information from the full assessment. People’s care files detailed the personal care they required from staff.
The registered manager ensured all staff’s training was up to date.
People told us about the professional and friendly support they received from Custom Care (Cannock) and the positive impact they have had on their lives.
People’s communication needs were clarified through the assessment process and staff adapted their approach to ensure people with additional needs could access information required.
Complaints were managed robustly and in a timely way.
The registered manager completed a quarterly events analysis of the service, that focused on compliance issues. An improvement action plan was then devised to assist with the development of the service.
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.
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 requires improvement (published 13 February 2019).
Why we inspected
This was a planned inspection based on the previous rating.
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.