Cera South Tyneside

Updated 26 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 Health and Social Care Act 2008.

Inspection team

The inspection was carried out by one inspector and three Experts-by Experience. An Expert-by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It also provides personal care to people living in Extra Care Housing. Extra care housing is purpose-built or adapted single household accommodation in a shared site or building. The accommodation is rented and is the occupant's own home. People's care and housing are provided under separate contractual agreements. CQC does not regulate premises used for extra care housing; this inspection looked at people's personal care and support service.

This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

At the beginning of our inspection there was a registered manager in post, who was working their notice. A new manager started during the inspection and was applying to become registered as manager with the Commission.

Notice of inspection

This inspection was announced. We gave the service 48 hours' notice of the inspection. This was because it was a large service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 14 March 2022 and ended on 12 April 2022. We visited the location’s office on 12 April 2022.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authorities and professionals who work with the service. 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. We used all of this information to plan our inspection.

During the inspection we communicated with 38 people who used the service and 34 relatives about their experience of the care provided. Not everyone who used the service communicated verbally or wished to speak on the telephone, therefore they gave us permission to speak with their relative. We spoke with 27 members of staff including the manager, regional director, quality manager, head of quality and governance, administrator, co-ordinators and 20 care workers. We reviewed a range of records. This included nine people's care records and multiple medicine records. We looked at six staff files in relation to recruitment. A variety of records relating to the management of the service, including policies and procedures were reviewed.

Updated 26 April 2022

CRG Homecare South Tyneside is a service that provides personal care to people living in their own homes. At the time of inspection approximately 287 people were supported by the service and 203 people were receiving the regulated activity personal care.

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.

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

People felt safe with the service provided. Staff knew about safeguarding procedures. One person told us, “I am so happy with my carers, they do all their tasks cheerfully. I trust them and we have a very good relationship, plenty of laughter and chatting.”

Rota management was not always well-managed to ensure people received timely and consistent care from the same staff. The provider was dealing with people’s feedback where we received less positive feedback about rota management to ensure people’s comments were addressed.

Electronic records provided detailed guidance to ensure people received person-centred care. However, some staff were not aware this information was all accessible electronically.

We have made a recommendation about improvements to some systems including communication and rota management to ensure more person-centred care to people.

Risks were assessed and mitigated to keep people safe. Staff recruitment was carried out safely and effectively. People were correctly supported with their medicines.

There were opportunities for staff to receive training. Most people commented, “Staff are very well trained and professional." Staff worked well with other agencies to ensure people received appropriate care and support. Staff were supported by the organisation and were aware of their responsibility to share any concerns about the care provided.

All people and relatives were complimentary about the direct care provided by support staff. One person said, “They are good lasses. We have a laugh. If I’m not feeling chipper they lift my spirits” and “The carers are brilliant, very caring.”

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.

There was consultation with staff and people. People and relatives were encouraged to express their views about the care and were involved in decisions making, as far as they were able. People said they knew how to complain.

Information was accessible to involve people in decision making about their lives. There were effective arrangements to ensure people were supported, if needed, with their nutrition and hydration.

The provider was monitoring the use of PPE for effectiveness and people’s safety. A quality assurance system was in place to assess the standards of care in the service.

Rating at last inspection and update:

This service was registered with us on 28 September 2021 and this is the first inspection.

The last rating for the service under the previous provider was rated Requires Improvement published on 26 April 2021.

The provider completed an action plan after the last inspection to show what they would do and by when to improve.

Why we inspected

The inspection was prompted in part due to concerns received about alleged neglect and financial abuse. A decision was made for us to inspect and examine those risks as well as formally rate the service.

We found no evidence during this inspection that people were at risk of harm from these concerns. Please see the safe, effective, caring, responsive and well-led sections of this report.

Follow up

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