Background to this inspection
Updated
6 April 2022
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
This inspection was conducted by one inspector.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own homes. This is help with tasks related to personal hygiene and eating.
The service had a manager registered with the CQC. 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
We gave the service 24 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 21 March 2022 and finished on 23 March 2022. We visited the office location on 21 March 2022.
What we did before the inspection
We reviewed information we had received about the service since it had registered with us. We used this information to plan our inspection.
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 took this into account when we inspected the service and made the judgements in this report.
During the inspection
We spoke with the registered manager and the care co-ordinator.
We reviewed a range of records. This included two care records, two staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including complaints, incident forms, policies and procedures were reviewed.
After the inspection
We spoke with two people that had used the service up until February 2022 and one relative. We contacted two care staff to find out their experiences of using or working for or with this provider.
We requested additional evidence to be sent to us after our inspection. This including the service user handbooks and records relating to governance including policies and procedures.
Updated
6 April 2022
About the service
Concord Care Services is a domiciliary care agency providing personal care to people in their own homes. At the time of the inspection, there were no people using the service, although they had recently stopped providing personal care to three people in February 2022.
People’s experience of using this service and what we found
People and their relatives were satisfied with the provider and told us they felt safe in the presence of care workers. The provider had robust recruitment checks in place and there were enough staff employed to meet people’s needs. The provider followed good infection control practice. Risks to people were assessed and managed, this helped to the provider to deliver care in a safe way.
Staff were competent and trained to carry out their roles. The provider sought appropriate consent from people before starting to support them. People’s dietary and ongoing health needs were met by the provider.
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.
The service was caring, we received positive feedback about the caring attitude and empathy shown by the care workers. People were involved in planning and directing their own care and they were supported to remain as independent as possible.
Care plans were up to date and reviewed on a regular basis. Care workers supported people in line with their wishes. People told us they had no complaints about the service and were satisfied with how it was manager.
The registered manager operated a service that was well-managed. They were approachable and sought feedback form people, relatives and staff. Quality assurance checks to monitor the quality of service took place. The registered manager was aware of her regulatory duties.
Rating at last inspection
This was the first inspection of the service since it registered with the CQC on 3 December 2020.
Why we inspected
This was a planned inspection based on when the service registered with us.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk