Choices Care Ltd

Updated 31 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 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.

Inspection activity started on 15 October 2019 and ended on 23 October 2019. We visited the office location on 16 October 2019.

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. 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. We used all of this information to plan our inspection.

During the inspection

We spoke with one person who used the service and seven relatives about their experience of the care provided. We spoke with eight members of staff including the registered manager, branch manager, senior care workers and care workers. We also spoke with one of the provider’s directors.

We reviewed a range of records. This included four people’s care records and multiple medication records. We looked at three 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 continued to seek clarification from the provider to validate evidence found.

Updated 31 December 2019

About the service

Choices Care Ltd is a service providing care and support to people in their own home. It provides a service to older adults and people with learning disabilities. At the time of the inspection the service was providing support to 21 people. 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.

People’s experience of using this service and what we found

Care plans and risk assessments were not always sufficiently detailed regarding the management of known risks. We identified an issue where records of the recruitment process followed for one new member of staff needed improvement. The provider reviewed and updated their procedures following our inspection.

Improvements were needed to the systems in place to assess and monitor the quality and safety of the service provided to people. Current systems had not identified issues we found at this inspection.

People told us they felt safe with the care staff who supported them. Staff told us they would report any safeguarding concerns. People told us they were supported by reliable staff who were usually on time. People were supported, when required, to receive their medicines as prescribed.

Staff were trained and well supported to meet people's assessed needs. Where required, people were supported to eat and drink sufficient amounts to remain healthy and were supported to access healthcare professionals when needed. People told us staff obtained their consent before supporting them with care and support. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

People praised staff and the service they received from them. People told us staff were kind, friendly and caring. Staff supported people to maintain their independence and to remain involved in decisions about their care. People told us they were involved in their care planning and staff made sure they respected people's dignity and privacy.

People received personalised care from staff. Staff and the provider were responsive to people's individual needs and tailored the service where possible to support people. People knew who to make complaints to and were confident they would be listened to.

People and staff told us that the registered manager was approachable and responsive. People were able to feedback their views of the service.

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 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.