G&C HEALTHCARE LTD

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

Overall people who used the service were satisfied with the care and support they received however the timing of people’ calls required improvement.

Quality assurance and service auditing processes were in place although these were not always effective in detailing areas where improvement was needed.

Medication procedures needed improving to ensure checks were carried out to identify safe practice and protocols were required to ensure medicines were given as and when required.

Recruitment practices were not robust enough to demonstrate a safe recruitment process and this meant staff may not be suitable or fit to work with the people supported by the agency.

People, and their relatives, were involved in their need’s assessment and the development of their care plans. Choices and preferences were documented so staff could deliver person centred care. Overall, people spoke highly of their staff teams and although communication was a challenge at times, people said staff delivered the care they were assessed to receive and sometimes provided additional support.

Staff had access to personal protective equipment (PPE), and used it appropriately to keep people safe.

People’s dignity and privacy was respected, and staff told us how they listened to people and delivered care and support in line with their wishes.

Staff felt well supported and well trained. They felt listened to and had opportunities to seek advice and support.

Risk assessments were in place to reduce or mitigate identified risks and these could be updated as people’s needs changed, as could care plans.

Staff had a good understanding of how to safeguard people from the risk of potential harm. People’s complaints were listened to and acted upon. The registered manager was open and transparent and took opportunities to ask people about the service they received in order to improve people’s experiences of care.

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

This service was registered with us on 31 October 2020 and this is the first inspection.

Why we inspected

We carried out this inspection after we received concerns from the local authority after they had carried out an unannounced visit.

Please see the action we have told the provider to take at the end of this report.

Follow up

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