Just Call 4 Care Services

Updated 28 June 2018

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

We gave the service 48 hours’ notice of the inspection visit because it is small and the registered manager is often out of the office supporting staff or providing care. We needed to be sure that they would be in. Inspection site visit took place on 24 May 2018. The visit to the office was to speak with the registered manager and other office based staff as well as to review care records and other documents. We made telephone calls up until and including 30 May 2018. The inspection team consisted of one inspector.

As part of planning the inspection we checked if the provider had sent us any notifications. These contain details of events and incidents the provider is required to notify us about by law, including unexpected deaths and injuries occurring to people receiving care. We also looked at any information that had been sent to us by the commissioners of the service and Healthwatch. We also examined the information we hold in relation to the provider and the service. We used this information to plan what areas we were going to focus on during our inspection visit.

We used information the provider sent us in the Provider Information Return [PIR]. This is information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make.

We spoke with four people who used the service and four relatives who supported their family member with the management of their care. We spoke with five members of staff as well as the registered manager. We looked at aspects of six people's care records and medicines records. We looked at staff rotas, compliments, complaints and other quality checks that had been completed.

After the inspection, the provider sent us some of the information we had requested during the inspection.

Updated 28 June 2018

Our inspection of Just Call 4 Care took place on 24 may 2018 and was announced. We gave 48 hours' notice of the inspection was given because the manager may be out of the office undertaking assessments or providing or reviewing care in people's homes. We needed to be sure that they would be available when the inspection took place.

Just Call 4 Care is a domiciliary care agency that provides a range of support to adults living in their own homes. At the time of our inspection, the service provided care and support to 110 people.

The service has a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People who used the service spoke positively about the care that was provided to them. Staff members also spoke with kindness about the people who they supported. People were protected from the risk of abuse. The provider had taken reasonable steps to identify potential areas of concern and prevent abuse from happening. Staff members demonstrated that they understood how to safeguard the people. Safeguarding training and information was provided to staff.

The service had developed personalised assessments of risks to people. These assessments included guidance for care staff on how to manage identified risks and minimise the likelihood of harm. Arrangements were in place to ensure that people's medicines were given safely. Staff members had received training in safe administration of medicines.

Staff recruitment processes were in place to ensure that workers employed by the service were suitable for the work they were undertaking. The provider had checked staff references and criminal records prior to their appointment.

Staffing rotas met the current support needs of people. There was a system for ensuring that care calls were managed and monitored. Staff and people who used the service had access to management support outside of office hours.

Staff members received training and support to ensure that they had the skills and knowledge they required to undertake their roles well. Staff members received regular supervision sessions with a manager. The service was meeting the requirements of the Mental Capacity Act. Information about people's capacity to make decisions was included in their care plans. People were asked for their consent to any care or support that was provided. People are supported to have maximum choice and control of their lives and staff support them in the least restrictive way possible; the policies and systems in the service support this practice.

People told us that staff were caring and respectful. People who used the service and staff members spoke positively about its management. They knew what to do if they had a concern or complaint about their care.

A range of processes were in place to monitor the quality of the service such as regular audits of records and spot checks of care practice. Quality assurance processes were in place and were effective.