Care Individual

Updated 27 July 2019

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

The inspection was carried out by one inspector.

Service and service type

This service is a domiciliary care agency. At the time of the inspection, the service provided personal care to adults living in their own homes.

The service had an individual registered with the Care Quality Commission. This means they are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

Our inspection was announced. We gave the provider 48 hours’ notice because we needed to be sure that the provider or registered manager would be in the office to support with the inspection.

What we did before the inspection

Before the inspection, we reviewed relevant information that we had about the service including safeguarding alerts or incidents affecting the safety and wellbeing of people. We also requested feedback from social care professionals.

The service completed a Provider Information Return (PIR). 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 used all of this information to plan our inspection.

During the inspection

We spoke with the provider of the service, the manager and two care staff. We reviewed documents and records that related to people’s care and the management of the service. We reviewed one care plan and four staff recruitment files. We also looked at staff training records, audits and other records relating to the management of the service.

After the inspection

We spoke with one relative by telephone. We were unable to speak with people due to their needs. We continued to seek further evidence and clarification from the provider.

Updated 27 July 2019

About the service

The service provided personal care to adults living in their own homes. 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. At the time of our inspection, the service provided personal care to one person.

People’s experience of using this service

Relatives told us people were safe and were familiar with staff who provided care to their family members. They told us they were happy with the service they received.

Risks associated with people’s needs were assessed and staff understood how to mitigate these risks. Staff provided care to people in their own homes and arrived at times that suited them. Staff supported people with their medicines when required.

People were protected from abuse and staff were recruited safely. Staff followed infection control procedures. Staff provided support to people at the assessed times. However, we have made a recommendation about developing a more robust rota system for staff because there was not a suitable system in place for managers to monitor staff.

Staff were supported with training and development to ensure they had the skills to provide safe care. Staff received informal supervision from managers that was infrequent. We have made a recommendation about the supervision and appraisals of staff so that any concerns or issues they had could be addressed and recorded.

People were supported to maintain their health and nutrition. They were supported to access health care professionals, such as GPs and district nurses when required.

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 treated people with dignity and respected their privacy. People received care and support from staff who were kind and compassionate. Staff developed positive relationships with people and their relatives. They understood people’s needs, preferences and what was important to them.

Care plans were person-centred and detailed people’s support needs. People and relatives were supported with complaints they wished to make.

The management team carried out checks to ensure staff were providing a good standard of care. People and relatives were able to provide their feedback about the service and this helped the service to drive further improvements.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

This was the first inspection since the service registered with the CQC on 30 April 2018.

Why we inspected

This was a planned inspection based on the date the service was first registered.

Follow up

We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received we may inspect sooner.