Care Plus Care (Isle) Ltd

Updated 18 September 2018

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This was a comprehensive inspection which took place on 24 and 27 July 2018 and was carried out by an inspector. This inspection was announced on both days. We gave the service 48 hours' notice of the inspection visit because we needed to be sure staff would be available during the inspection, so we could access relevant records at the service's office. We also spent time speaking with people using the service, relatives and other members of staff on the telephone to gain their views.

Before the inspection we looked at information the provider sent us in the Provider Information Return (PIR). This is information we require providers to send us at least once annually, to give some key information about the service, what the service does well and improvements they plan to make.

We looked at the notifications received from the service and reviewed all the intelligence CQC held, to help inform us about the level of risk for this service. We also contacted the local authority safeguarding and commissioning teams.

We looked at five people's care records and three medication administration records (MARs). We also looked at a selection of documentation in relation to the management and running of the service. This included stakeholder surveys, quality assurance audits, complaints, recruitment information for three members of staff, staff training records and policies and procedures.

We spoke with three people who used the service and five relatives. We spoke with six members of staff including the registered manager and care manager.

Updated 18 September 2018

The inspection took place on 24 and 27 July 2018 and was announced.

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to older adults and people with physical disabilities or illnesses.

Not everyone using Care Plus Care (Isle) Ltd receives regulated activity; CQC only inspects the service being received by people provided with 'personal care'; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided. At the time of our inspection 42 people were receiving a regulated activity.

At our last inspection we rated the service good. At this inspection we found the evidence continued to support the rating of good and there was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection. We found the well-led domain had deteriorated to Requires Improvement.

Systems and process were not always effective in identifying shortfalls and had not always been successful in improving the quality and safety of the service. In addition, there was not always an accurate, complete and contemporaneous record for people. We made a recommendation about improving this.

People were protected from abuse and avoidable harm, by staff who knew how to keep people safe. People were supported to receive their medicines safely, although some minor recording errors had not been identified through audits, plans were in place to address this.

Staff received effective levels of supervision and support and were recruited safely. Staff had completed an induction and a range of training to equip them with the skills and abilities to meet people’s needs. People were supported to access healthcare and attend appointments. For those who required assistance with their nutritional needs, support was provided to maintain a diet of their choosing.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

People told us they were supported by regular staff, which provided continuity of care. Staff were caring and understood the importance of confidentiality and respected people’s privacy. People were supported to be independent and were treated with respect.

Staff assisted people in line with their preferences and were knowledgeable about people’s needs and preferred routines, to provide individualised care.

There was a registered manager in post who has legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run. There was also a care manager who carried out the day to day running of the service. People and staff told us the care manager was very approachable and they felt listened to. People were aware of how to make a complaint and these were responded to appropriately.

Further information is in the detailed findings below.