Background to this inspection
Updated
7 September 2019
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.
Service and service type
The service provides domiciliary care to people in their own homes.
The service had a manager registered with CQC. 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 visit. This was because the service is community based and we needed to ensure staff would be available to support the inspection.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. This included details about incidents the provider must notify us about. We sought feedback from other external agencies such as local commissioning teams and no concerns were shared with us.
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.
During the inspection
We spoke with two people who used the service and three relatives about their experience of the care provided. We spoke with four members of staff including the registered manager, deputy manager and two senior carers. We reviewed a range of records. This included three people’s care 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
After the inspection the registered manager sent further supporting evidence to CQC to assist with the assessment and rating of the service.
Updated
7 September 2019
About the service
Proud to Care Limited is a domiciliary care agency proving personal care and support to people living in their own homes. The service supported 21 people at the time of the inspection.
People’s experience of using this service and what we found
People and their relatives told us the service provided excellent care and staff went above and beyond their expectation. One relative commented, “The care, love and professionalism is second to none”. The registered manager promoted a caring ethos at the service, which was supported by a passionate and dedicated workforce. The registered manager was truly proud of their staff team, and supported them to be empowered in their role, which in turn, motivated them to deliver consistently exceptional care. The service saw mental well-being as equal to physical well-being. As such, staff applied a holistic approach to care and went out their way to form strong relationships with people and their families, which promoted better outcomes for people.
People’s care files showed that their care needs had been thoroughly assessed, and they received good quality care from staff who understood the type of support they needed. Care plans were highly personalised and gave clear information on how to support people beyond just their physical needs to ensure their entire person-hood was upheld. People’s goals and aspirations were clearly identified in their care records and we saw many examples where the service had helped them to fulfil these. People were treated as individuals and support was delivered according to their specific needs and wishes.
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. Some people had been supported to live in their homes for many years. The service explored ways in which people with changing needs could continue to live at home, such as supporting applications for increased funding and care. People were given every opportunity to be valued and equal partners in decisions around their care and support. People participated in a range of activities. These included trips out in the local community, attending social groups and other events.
The provider utilised a values-based recruitment process, which encouraged a diverse workforce with varying skills and backgrounds, but underneath this, they possessed the same caring values. Staff were recruited safely and there were sufficient numbers of staff to meet the needs of people who used the service. Agency staff were not used.
People were safe due to the systems in place to safeguard people from potential abuse or exploitation. Measures were in place to minimise risks, both general and specific to individuals.
New staff completed a robust training program which aligned with the Care Certificate when they commenced employment. The Care Certificate is a set of standards that staff are expected to adhere to. Staff commented the support they received from the management team was excellent.
People were encouraged to maintain good health and well-being, and the service supported people to access their GP and attend regular health checks.
We found a strong leadership framework in place. This meant there were clear lines of accountability within the organisation and systems which supported the running of the service were well-embedded. The service benefited from a highly experienced registered manager who understood their role and responsibilities in relation to the duty of candour. This is a set of expectations about being open and transparent when things go wrong.
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 10 February 2017).
Why we inspected
This was a planned routine 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.