Complete Care 4 U Limited

Complete Care 4 U Limited is a domiciliary care agency. It provides personal care to people living 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 the service was supporting 46 people with the regulated activity of personal care.

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

We found improvements were needed in some aspects of governance of the service. Staff recruitment processes were not always robust and there were shortfalls in medicines documentation and auditing. The registered manager took action following our inspection to address these issues.

The people we spoke with could not praise the agency highly enough. They told us carers were kind, caring and respectful. People said they valued their carers' reliability and professionalism.

People and their relatives told us they felt safe using the service. There were enough staff available to meet people's needs at their requested time and we received no complaints about staff being late or not staying for the correct length of time. Staff were up to date with their required training. Staff followed correct infection control practices when providing care and support.

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 4 November 2022).

Why we inspected

We undertook a targeted inspection to follow up on specific concerns which we had received about the service. The inspection was prompted in part due to concerns received about recruitment processes. A decision was made for us to inspect and examine those risks.

We inspected and found there was a concern with recruitment processes, so we widened the scope of the inspection to become a focused inspection which included the key questions of safe and well led.

For those key questions not inspected, we used the ratings awarded at the last inspection to calculate the overall rating.

The overall rating for the service has changed from good to requires improvement based on the findings of this inspection.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Complete Care 4 U on our website at www.cqc.org.uk.

Enforcement and Recommendations

We have identified a breach in relation to recruitment processes.

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

Follow up

We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will continue to monitor information we receive about the service, which will help inform when we next inspect.

Complete Care 4 U Limited is a domiciliary care service providing personal care to people in their own houses and flats in the community. At the time of inspection, the service was providing personal care to 32 people. Not everyone who used the service received personal care. 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

We have made recommendations about the safe administration of medicines. People were kept safe from risk and harm and staff had a good understanding of safeguarding processes. Risk assessments were robust and relevant. Staff recruitment processes were robust and staffing levels ensured peoples' needs were met. The provider followed current infection prevention and control guidance.

People's needs were assessed, and staff were trained to provide support whilst promoting independence. People told us staff were polite and always asked before providing support. People were involved in decisions about their support needs.

People's support needs were assessed and reviewed on a regular basis. People had access to healthcare professionals. People and their relatives told us they were involved in the support planning process to ensure it met their needs.

The provider was open and honest in its approach to supporting people. The registered manager led by example and was in regular contact with people receiving support to ensure they received regular feedback on the quality of care provided.

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

Rating at last inspection and update

Complete Care 4 U Limited was registered with us on 12 August 2021 and this is the first inspection.

Why we inspected

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

Recommendations

We have made recommendations about the safe management and recording of some medicines.

Follow up

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