8 October 2019
During a routine inspection
Temp Exchange Services Limited is a domiciliary care agency providing personal to 49 people aged 18 and over at the time of the inspection. It provides personal care to people living in their own houses and flats and specialist housing.
People’s experience of using this service and what we found
We found improvements were required to the management of care records related to people who used the service. Risk assessments and care plans required further improvements and systems and audits to monitor these areas. We have made a recommendation in relation to risk management and quality assurance systems.
People told us they felt safe and staff treated them well. Staff understood their responsibilities for reporting any suspicions of abuse.
Systems were in place to safely manage medicines. Lessons were learnt when things went wrong, however follow up information was not always documented.
People were cared for by staff who received appropriate training to effectively carry out their role. Staff worked with professionals to support people’s care needs.
People were asked for their consent before care was provided. 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.
People’s nutrition and hydration needs were met.
Care plans documented people’s preferences, likes and dislikes. People’s communication needs were documented in their care plan. Staff were caring and kind and spoke attentively to people.
People were supported by staff who knew people well. People were supported to maintain their independence and their dignity was valued and respected. People were encouraged to make daily living decisions and staff supported them to make their own choices.
People were supported by staff who knew them well and understood their needs. People knew how to raise a concern if they were unhappy about the service they received.
There were systems in place for monitoring the quality of the service, however further improvements were required to ensure quality assurance is effective in identifying and addressing concerns as they are identified. The provider knew what was expected of them in terms of Duty of Candour, they had spoken with the local authority and relatives in relation to incidents which had occurred.
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 requires improvement (published 9 April 2019) and there were multiple breaches of regulation. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection enough improvement had not been made and the provider was still in breach of regulations related to good governance.
Why we inspected
This was a planned inspection based on the previous rating.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Temp Exchange Service Limited on our website at www.cqc.org.uk.
Please see the action we have told the provider to take at the end of this report.
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.