About the service Custom Home Care is a domiciliary care service providing personal care to people with a range of support needs, living in their own homes. At the time of this inspection, the service was providing care and support to 36 people.
People’s experience of using this service and what we found
People continued to receive good quality care from Custom Home Care. Risks to people were assessed and minimised, and people were protected from abuse. There were enough staff available to meet people’s needs. People received their medicines, as prescribed, from staff who were trained to provide this support safely. People were protected from the spread of infection.
The service was predominantly well run and staff told us the manager was supportive and operated an 'open-door' policy. The management team completed a range of checks on the safety and quality of the service on an ongoing basis, to ensure any necessary improvements were identified and implemented. The new manager understood elements of the service needed to improve and concerns identified at inspection, the manager was already aware of and actively working to address. We made a recommendation about the management of staff training requirements as records were sometimes disorganised .
People were supported by staff who were competent and skilled. Staff asked people for their consent before providing them with any care. 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 service’s policies and systems supported this practice. Staff supported people to maintain their health, and they referred people to community health professionals when necessary.
People consistently told us staff were kind and they received support from the same core group of staff, which promoted good continuity of care. People said they felt well-treated by staff and had opportunity to give feedback about the service at regular intervals. Staff supported people to maintain their independence and to remain involved in decisions about their care. People's privacy was respected.
People knew how to complain about the service if they needed to. People’s communication needs were assessed, and their care records contained information which supported staff to communicate with people effectively. People’s care records were personalised. This supported staff to get to know people and provide care in accordance with their preferences.
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 28 June 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.