We carried out a review of the data available to us about Jocelyn Cares Domiciliary Limited on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Jocelyn Cares Domiciliary Limited, you can give feedback on this service.
About the service
Jocelyn Cares is a domiciliary care agency. It provides personal care to people living in their own houses and flats. At the time of the inspection it provided a service for 4 elderly people, people with a learning disability and autistic people. The Care Quality Commission (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
The service was able to demonstrate how they were meeting the underpinning principles of right support, right care, right culture.
Right support
People were kept safe. Staff knew how to raise safeguarding concerns and how to report them appropriately. Risks to people were identified as part of the assessment and care planning procedure. Risk management strategies were in place to assist staff to manage these risks and to identify triggers for behaviours that may display distress, for people they were supporting. There were sufficient numbers of staff to meet people's needs. We saw medicines were managed in a safe way.
People were supported to have maximum choice and control over 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.
Right care
Staff received a wide range of training to ensure they had the skills and knowledge to support people safely. Staff told us they also received good support in their supervision with the registered manager.
People's dietary needs were being met, and they had access to healthcare services where needed.
People were supported by staff in a kind and caring way. People were supported and encouraged to maximise their full potential where-ever possible. Staff knew the people well and care records which were well maintained and easy to access, detailed people's preferences, likes and dislikes.
A complaints procedure was available and displayed to enable people to access it if they or their relatives had a need.
Right culture
People received personalised care and support to meet their needs and wishes.
People using the service, relatives and staff were given the opportunity to provide feedback on the service. Audits took place to ensure the quality of the service was maintained.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at the last inspection and update
The last rating for the service was inadequate [published April 2022] and there were breaches of regulations. 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.
This service has been in Special Measures since April 2022. During this inspection the provider demonstrated that improvements have been made. The service is no longer rated as inadequate overall or in any of the key questions. Therefore, this service is no longer in Special Measures.
Why we inspected
This inspection was carried out to follow up on action we told the provider to take at the last inspection.
The overall rating for this service has changed from inadequate to good based on the findings of this inspection.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect. If we receive any concerning information we may inspect sooner.
About the service
Jocelyn Cares is a domiciliary care agency providing personal care to people in their own homes, including older people, people living with a learning disability or autistic spectrum needs, people living with dementia and people with physical disabilities. 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 this inspection the service was supporting 12 people.
People’s experience of using this service and what we found
Right Support
People’s care was not always planned in a way that supported them to have the maximum possible choice, control and independence. Risks were not always assessed, monitored and managed. The provider, who was also the registered manager, was not always clear about medicines management or whether they were providing a regulatory activity to a person. The written language sometimes used by staff to describe people’s behaviour was not always appropriate. People and staff were not always protected from the risk of COVID-19 infection because the provider did not always follow national guidance.
However, staff knew and understood people well and supported their aspirations to live a quality life of their choosing. People were supported to maintain a balanced diet and eat and drink enough. Staff proactively supported people to live healthier and more active lifestyles. The provider and staff obtained people’s consent appropriately. Staff supported people to make decisions following best practice in decision-making. Staff communicated with people in ways that met their needs.
Right Care
People were at risk of harm from the care and support provided by the service. Some staff did not display a clear understanding of what types of abuse people could experience or how to report safeguarding concerns. People did not always have detailed, personalised risk assessments and care plans that gave staff all the information needed to support people and protect people from harm. Medicines were not always managed safely. There were not enough suitably competent and skilled staff to support people safely. The provider had not always followed procedures to make sure they recruited people who were safe to work with people. The service did not learn from incidents when people experienced periods of distress. Staff did not learn how those incidents might be avoided or reduced. The provider had not always considered people's and staff members' equality characteristics.
People’s care was not always delivered in line with guidance and best practice. Training for staff was out of date, including the registered manager’s training. Staff had not always received appropriate support and professional development. Staff supervision and staff meetings had not taken place regularly and staff competency checks had not been effective.
Notwithstanding the issues we found, people and their families said they felt safe with the service and were treated with kindness, respect and compassion by friendly and caring staff.
Right Culture
The service was not well led and not well managed. The safety of people did not form the basis of the culture at the service. The planned care was not genuinely person-centred. The leadership of the service did not work hard to create a learning culture. The provider's quality checks were not always carried out or were not always effective. The provider had failed to identify the issues we found.
The provider had a complaint policy and procedures and people and their families knew how to raise concerns and make a complaint.
The provider regularly carried out feedback surveys with people and their families. The registered manager and staff were approachable and people could contact them or talk with them about anything whenever they wanted.
The provider had a set of values which set out how people should be treated by staff and staff were made aware of those values. Staff were satisfied in their roles, they worked well together, they felt able to raise concerns and they felt supported by management.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
This service was registered with us on 11 February 2020 and this is the first inspection.
Why we inspected
This was a planned first inspection of the service. We also undertook this inspection to assess that the service is applying the principles of 'Right support, right care, right culture'.
We looked at infection prevention and control measures under the safe key question. We look at this in all care service inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to COVID-19 and other infection outbreaks effectively.
We have found evidence that the provider needs to make improvements. Please see the safe; effective; caring; responsive and well-led sections of this full report.
After our inspection all staff completed their compulsory training and the provider sent us evidence to confirm it. The provider also told us the were actively recruiting more staff and the registered manager was providing less care calls themselves.
Enforcement
We have identified breaches in relation to dignity and respect; safe care and treatment; safeguarding service users from abuse and improper treatment; staffing; fit and proper persons employed and good governance at this inspection.
Please see the action we have told the provider to take at the end of this report.
Full information about CQC’s regulatory response to the more serious concerns found during inspections is added to reports after any representations and appeals have been concluded.
Follow up
The overall rating for this service is ‘inadequate’ and the service is therefore in ‘special measures’. This means we will keep the service under review and, if we do not propose to cancel the provider’s registration, we will re-inspect within six months to check for significant improvements.
If the provider has not made enough improvement within this timeframe. And there is still a rating of inadequate for any key question or overall rating, we will take action in line with our enforcement procedures. This will mean we will begin the process of preventing the provider from operating this service. This will usually lead to cancellation of their registration or to varying the conditions the registration.
For adult social care services, the maximum time for being in special measures will usually be no more than 12 months. If the service has demonstrated improvements when we inspect it and it is no longer rated as inadequate for any of the five key questions it will no longer be in special measures.