Care To You Healthcare Limited

Care to You Healthcare Limited is a domiciliary care agency providing personal care to people in their own homes within the community. At the time of the inspection, all 44 people using the agency were in receipt of the regulated activity.

People’s experience of using this service and what we found

People spoke positively about the care that they received and felt safe with care staff being in their homes. One person said, “It can be strange getting used to people coming into your home, but they make us feel safe.” Staff were recruited in a safe manner and had received appropriate training.

The registered manager had systems in place to monitor the quality of care. These systems were new and being developed, but initial signs had shown them to be effective. For example, a recording issue of medicines had been identified and addressed through supervision.

People told us that the registered manager and office staff were approachable and reliable with communication. People had consistent visits, meaning staff could get to know them well and meet their needs suitably. Staff felt supported in their role and were able to raise any concerns they had. They also felt confident that matters they raised would be dealt with appropriately.

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 19 June 2019).

Why we inspected

We received concerns in relation to infection prevention and control, medicine administration and how the service was being managed. As a result, we undertook a focused inspection to review the key questions of safe and well-led only.

We reviewed the information we held about the service. No areas of concern were identified in the other key questions. We therefore did not inspect them. Ratings from previous comprehensive inspections for those key questions were used in calculating the overall rating at this inspection.

We found no evidence during this inspection that people were at risk of harm from these concerns. Please see the safe and well-led sections of this full report.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Care To You Healthcare Limited on our website at www.cqc.org.uk.

Follow up

We will request an action plan for the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Care To You Healthcare Limited provides personal care to people living in their own homes in the community. It provides support to older people and younger adults with physical disabilities, learning difficulties, sensory impairments and people living with dementia. At the time of the inspection 5 people were receiving personal care.

People’s experience of using this service:

Care To You Healthcare Limited has been registered with the CQC for one year. The service did not start supporting people with personal care in their own home until the beginning of March 2019. People and relatives were very positive about their experiences to date. People told us that the service was very professional, and they felt confident with the care and support from staff.

People’s care documentation did not always record information about people’s preferences in relation to their interests, hobbies, religious needs and end of life care wishes.

Opportunities to continuously learn, improve and innovate were not always evident as quality assurance systems had not been fully embedded. This included gathering feedback from people, staff, relatives and professionals about their experiences of the service to drive improvement.

People told us they felt safe and knew who to contact if they had any concerns. Systems supported people to stay safe and reduce the risks to them. Staff knew how to recognise signs of abuse and what action to take to keep people safe. There was enough staff to support people safely and the registered manager had safe recruitment procedures and processes in place.

People received their medicines safely and on time. Staff were trained in administering medicines. People knew what their medication was for and told us they felt reassured by the support with their medicines. People were protected by the prevention and control of infection. Staff wore gloves and aprons when supporting people.

People were supported to maintain their health and had support to access health care services when they needed to. 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.

People received kind and compassionate care. People and relatives told us that staff treated them with kindness and we observed friendly interactions. A relative told us, “Staff have a good attitude and it was easy to build a good rapport with them. They treated us with utmost respect.”

People received person centred care that was responsive to their needs and people and relatives knew how to raise a complaint.

Rating at last inspection: This was the first inspection of Care To You Healthcare Limited since it was registered by the Care Quality Commission (CQC) on 6 May 2018. New services are assessed to check they are likely to be safe, effective, caring, responsive and well-led when registering.

Why we inspected: This was a planned comprehensive inspection that was scheduled to take place in line with Care Quality Commission (CQC) scheduling guidelines for adult social care.

Follow up: We will continue to monitor the intelligence we receive about this service and plan to inspect in line with our re-inspection schedule for those services rated Good.