New Hope Care Leicester

Updated 21 January 2020

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

The inspection was carried out by one inspector and one expert 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.

The service had a manager registered with the Care Quality Commission. 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.

Notice of inspection

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

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 authority. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We spoke with five people who used the service and two relatives of people who used the service about their experience of the care provided. We spoke with the provider, the strategic manager and the deputy manager.

We reviewed a range of records. This included three people’s care records and their medication records. We looked at two staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.

After the inspection

We spoke with three care staff.

Updated 21 January 2020

About the service

New Hope Care Leicester is a domiciliary care agency providing personal care to people living in their own homes. The service supported 11 people at the time of our inspection. 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’s needs were assessed before their care packaged commenced, however people’s assessments were not holistic. The provider did not always show that any decisions made on people’s behalf was made in their best interest or that they had consulted with people’s family or relevant support network.

People were not always supported as agreed in their care plan. Staff did not always arrive at the agreed times. People were not always informed when there were any changes to their staff team. People did not always feel the service listened and acted on their concerns.

Staff did not always feel supported by their managers. The service did not always use their monitoring systems to improve the quality of care at the service.

People felt safe when they received care from New Hope Leicester. Staff were knowledgeable about what would constitute abuse to people. They knew how to keep people safe from avoidable harm and how to raise any concerns they may have regarding people’s safety.

Recruitment protocols were safe. Risk assessments promoted people’s safety in a way that did not restrict freedom or rights.

Staff supported people to meet their nutritional needs. They referred people to health care service where required.

Staff were kind and supported people in a compassionate manner. They treated people with dignity and respect.

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 15 March 2017).

Why we inspected

This was a planned inspection based on the previous rating.

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.