Universal Care Services Coleshill

Updated 1 December 2020

The inspection

As part of a pilot into virtual inspections of domiciliary and extra-care housing services, the Care Quality Commission conducted an inspection of this provider on 9 and 10 November 2020. The inspection was carried out with the consent of the provider and was part of a pilot to gather information to inform CQC whether it might be possible to conduct inspections in a different way in the future. We completed this inspection using virtual methods and online tools such as electronic file sharing, video calls and phone calls to gather the information we rely on to form a judgement on the care and support provided. At no time did we visit the provider’s or location’s office as we usually would when conducting an inspection.

Inspection team

Two inspectors, one assistant inspector and an Expert by Experience carried out the inspection. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

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

Notice of inspection

We gave the registered manager 48 hours’ notice of the inspection. This was because we needed to ensure they would be available to support the inspection. Inspection activity commenced on 6 November 2020 and ended on 12 November 2020.

What we did before the inspection

We reviewed information we had received about the service since our last inspection. This included details about incidents the provider must notify us about, such as allegations of abuse. We also sought feedback from Local Authorities who were involved in agreeing people’s packages of care between themselves and the provider. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We did use the PIR last submitted to us from provider. We used all of this information to plan our inspection.

During the inspection

We had telephone conversations with 15 people and 13 relatives to gain their feedback about the services. We used virtual technology to have face to face conversations with 14 care staff, a care co-ordinator, two field care supervisors, two office staff, two senior managers, the registered manager and the provider.

We reviewed a range of records. This included a full review of five people’s care records and daily notes, multiple people’s risk management plans and medication records. We looked at staff training records, five staff employment records and staff support through team meetings during the COVID-19 pandemic. We also reviewed a variety of records relating to the management of the service, including audits, the investigation of complaints and infection prevention procedures.

Updated 1 December 2020

This report was created as part of a pilot which looked at new and innovative ways of fulfilling CQC’s regulatory obligations and responding to risk in light of the COVID-19 pandemic. This was conducted with the consent of the provider. Unless the report says otherwise, we obtained the information in it without visiting the Provider.

About the service

Universal Care Services Coleshill is a domiciliary care agency and provides personal care to older adults living in their own homes. People supported had frailty due to older age, and some lived with health conditions and others lived with dementia. At the time of the inspection 206 people were in receipt of a package of care from the provider and received the regulated activity of personal care as part of their support.

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

People described staff as kind and their support as good. They felt involved in their care and support. Care was personalised and people’s different needs were responded to. No one had experienced a missed call and as far as possible people had the same staff undertake their care calls.

People felt safe with staff members, who had been trained to protect people from the risks of abuse. Where concerns were raised these were acted on by the registered manager.

Staff got to know people well and knew how to protect them from identified risks of harm or injury. Risk management plans were included in people’s plans of care which staff could refer to.

The provider had systems in place to check the suitability of staff and required pre-employment checks were completed. Staff were trained, and checks were undertaken on their skills and competencies.

People were supported with their prescribed medicines as needed by trained care staff.

Staff understood infection prevention and control measures and actions they should follow in line with Coronavirus guidance. Additional training had been given and this included the use of personal protective equipment.

Staff followed professional healthcare guidance where this had been given. Referrals were made, on people’s behalf to GP’s or other services if required. Staff worked within the principles of the Mental Capacity Act 2005 and understood the importance of gaining consent from people. People were supported to have maximum 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.

There were quality assurance systems in place to check the safety and quality of the services. Compliance checks were made by the provider and had identified where improvements were needed and these had been acted on. The provider had contingency plans in place as a response to COVID-19 planning.

Rating at the last inspection

The last rating for this service was Good (published 21 August 2019).

Why we inspected

This was a planned pilot virtual inspection. The report was created as part of a pilot which looked at new and innovative ways of fulfilling CQC’s regulatory obligations and responding to risk in light of the Covid-19 pandemic. This was conducted with the consent of the provider. Unless the report says otherwise, we obtained the information in it without visiting the Provider.

The pilot inspection considered the key questions of safe and well-led and provide a rating for those key questions. Only parts of the effective, caring and responsive key questions were considered, and therefore the ratings for these key questions are those awarded at the last inspection.

Follow up

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

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

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