Caring Care Limited

Caring Care Limited is a domiciliary care service providing personal care to people 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. At the time of our inspection 358 people were receiving personal care from the service.

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

People told us they felt the care they received was safe and carers had the skills and training to provide consistent support. However, people’s risks and health conditions hadn’t always been documented clearly in their records, which could put people at risk of harm.

Governance systems had been effective in ensuring risks to people had been mitigated. These systems were effective in ensuring people received the support they required. People who received a service were valued by staff and the provider. However, the assessment of people's risks was not always robustly documented and the provider was working to address this shortfall.

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 good (published 10 July 2018).

Why we inspected

This inspection was prompted by a review of the information we held about this service.

We have found evidence that the provider needs to make improvements. The provider took immediate actions to address the shortfalls identified on inspection. Please see the safe section of this report.

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

Recommendations

We have made a recommendation about improving the care plans and risk assessments for people being supported by the service.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.

At the time of our inspection, 193 people were supported with their personal care needs by the service. There were two registered managers in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

At our last inspection we rated the service good. At this inspection we found the evidence continued to support the rating of good. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

At this inspection we found the service remained Good.

People remained safe using the service. Staff understood how to protect people from harm. People’s risks were assessed, monitored and managed to ensure they remained safe. People were protected by safe recruitment procedures and sufficient numbers of staff were available to meet people’s care needs. People received their medicines as prescribed and staff understood the importance of safe administration and management of medicines. Staff understood their responsibilities in relation to hygiene and infection control.

People continued to receive effective care. People received care from staff who had the skills and knowledge required to support them safely. People's human rights were protected because the registered manager and staff had an understanding of the Mental Capacity Act 2005 (MCA). Staff supported people to meet their nutritional and hydration needs to remain healthy. People were supported to access health and social care professionals to maintain their health and well-being when required. People were supported to have maximum choice and control of their daily life and encouraged to be as independent as possible.

People continued to receive a service that was caring. People were supported by consistent staff who knew their care and support needs. People received care that respected their privacy and dignity.

People continued to receive a service that was responsive to their individual needs. People were involved in the planning of their care. People knew how to raise any concerns or complaints and issues were responded to quickly.

The service continued to be well led, the registered manager’s understood their role and responsibilities and staff felt supported and listened to. People and staff were encouraged to give feedback, and their views were acted on to enhance the quality of service provided to people. The provider worked in conjunction with other agencies to provide people with effective care.

Caring Care provides personal care to people living in their own homes. The service supports people who have a variety of needs, some of whom live with dementia, have limited mobility or mental health needs. At the time of our inspection 193 people were using the service.

There were two full time registered managers in place. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements of the Health and Social Care Act 2008 and associated Regulations about how the service is run.

There were some processes in place to monitor the quality of the service provided and understand the experiences of people who used the service. This was through communication with people and staff, spot checks on staff and a programme of other checks and audits. However, these were not always effective in identifying how the service could be improved. The registered managers had not notified us about some safeguarding events that they were required to. Both registered managers were able to demonstrate they were aware of what incidents needed to be notified and they told us they would ensure this was done in future.

People told us that they felt safe. Staff were aware of the need to keep people safe and they knew how to report allegations or suspicions of poor practice.

There were enough suitably trained care staff to deliver care and support to people. The staff employed had the training and support they required to work safely. Training for staff about the specific needs people experienced had also been provided.

The registered managers understood the principles of the Mental Capacity Act 2005 (MCA), and staff told us how they respected people’s decisions and gained people’s consent before they provided personal care.

People were supported to have their mental and physical healthcare needs met. The registered manager sought and took advice from relevant health professionals when needed. Staff were aware of people’s nutritional needs and people were supported with eating and drinking where necessary.

People said staff were caring and had built up close relationships with the members of staff who supported them. People and, where appropriate, their relatives were consulted about their preferences and people were treated with dignity and respect. Staff we met spoke

enthusiastically about the people they were supporting, and were able to explain people’s needs and preferences.

The provider sought feedback from people using the service and their relatives in respect of the quality of care provided and had arrangements in place to deal with any concerns or complaints. People said they knew how to raise complaints and knew who to contact if they had any concerns. All of the staff we spoke with were confident they could raise any concerns with the managers, knowing they would be listened to and acted upon.