Background to this inspection
Updated
3 December 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
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 provider 48 hours' notice of our intention to undertake an inspection. This was because the provider delivers a domiciliary care service to people in their own homes, and we needed to be sure that someone would be available in the office.
Inspection activity started on 25 October 2019 and ended on 18 November 2019. We visited the office location on 25 October 2019.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. This included information about incidents the provider must notify us of, such as any allegations of abuse. We also sought feedback on the service 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.
During the inspection
We spoke with the registered manager, care manager, care coordinator, three senior care staff and two care staff. We reviewed a range of records. These included three people's care records, medicines records, three staff recruitment records, complaints records and records relating to the management of the service.
After the inspection
We spoke with five people, one relative and a community healthcare professional about their experiences of the care provided. We also spoke with a further member of care staff. In addition, we reviewed further documentation the management team sent us.
Updated
3 December 2019
About the service:
1st Class Care Services2 Ltd is a domiciliary care service that provides personal care to people in their own homes. It primarily supports older people and those living with dementia. Not everyone who used the service received personal care. 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. At the time of our inspection, 36 people were using the service, 26 of whom were receiving personal care.
People’s experience of using this service and what we found
People felt safe and comfortable receiving care from staff in their homes. Staff understood how to identify and report potential abuse involving people who used the service. The risks associated with people’s individual care needs had been assessed and managed. People received a reliable and punctual service from staff who had undergone pre-employment checks to ensure they were suitable to support them. People had support to take and manage their medicines safely, where they needed this. Staff and management took steps to protect people from infections. Management sought to learn from any accidents or incidents involving people who used the service to keep them safe.
People’s individual needs were assessed before their care started. Staff received an appropriate induction, training and ongoing management support to enable them to work safely and effectively. People had support to prepare meals and drinks where they needed this. Staff monitored people’s general health and wellbeing, and helped them seek professional medical advice if they were unwell. Staff and management worked effectively with community health and social care professionals to ensure people’s individual needs were met. 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 supported this practice.
Staff and management treated people with kindness and compassion and helped them to express their views on the care they received. Staff understood the importance of promoting people’s right to privacy and dignity.
People’s care plans were individual to them, provided clear guidance on their care needs and were read and followed by staff. People and their relatives were clear how to complain about the service, and felt comfortable doing so.
The management team promoted a positive, open culture within the service. Staff felt valued and well-supported in their work and were clear what was expected of them. People felt able to approach management at any time and had confidence any issues or concerns would be addressed. The provider had quality assurance systems and processes in place to enable them to assess, monitor and improve people's care.
Rating at last inspection
The last rating for this service was Good (published 26 April 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.