13 July 2022
During an inspection looking at part of the service
Jigsaw Homecare is a domiciliary care agency providing personal care to older people, some of which were living with dementia. The service supported 99 people at the time of the inspection. Not everyone who used the service received personal care. The 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. There were 44 people receiving a regulated activity at the time of the inspection.
People’s experience of using this service and what we found
People’s lived experience of receiving support from Jigsaw Healthcare had improved since our last inspection. People’s individual risks had been assessed; however, staff were still not provided with guidance to support and manage them.
People’s records did not consistently contain all the information required to be able to support them in a personalised way, there was also a lack of recorded information around people’s capacity.
The registered manager had made improvements with the governance of the service by implementing audits and carrying out quality monitoring. Despite improvements made this continued to be an area of improvement and audits implemented needed to be embedded and sustained. People and staff felt more involved in the service and supported.
Medicines management had improved; however, we made a recommendation around guidance for staff on medicines administered when required. People were receiving their calls more consistently, both in terms of timings and lengths. People received care from staff who were trained to undertake their role, who felt supported and had been recruited safely.
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 did not always support 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 and update
The last rating for this service was inadequate (4 April 2022). The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made. However, the provider remained in breach of some regulations.
This service has been in Special Measures since 4 April 2022. During this inspection the provider demonstrated that improvements have been made. The service is no longer rated as inadequate overall or in any of the key questions. Therefore, this service is no longer in Special Measures.
Why we inspected
We undertook this focussed inspection to check whether the Warning Notices we previously served in relation to Regulation 12, 13, 17 and 18 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 had been met.
This report only covers our findings in relation to the Key Questions 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 inadequate to requires improvement. This is based on the findings at this inspection.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Jigsaw Homecare Limited on our website at www.cqc.org.uk.
Enforcement and Recommendations
We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection. We will continue to monitor the service and will take further action if needed.
We have identified breaches in relation to risk management and record keeping at this inspection.
We have made a recommendation in relation to medicine management.
Please see the action we have told the provider to take at the end of this report.