Complete Care West Yorkshire Ltd

Updated 5 November 2021

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

This inspection was carried out by two inspectors and two Experts by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own homes.

The service had a manager registered with CQC. 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 24 hours’ notice of the inspection to be sure the registered manager would be available to support the inspection.

Inspection activity started on 26 August 2021 and ended on 20 September 2021. We visited the office location on 8 September 2021.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We used the information the provider sent us in the provider information return (PIR). 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. We also sought feedback from the local authority and Healthwatch. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England.

We used all of this information to plan our inspection.

During the inspection

We spoke with nine people who used the service and 16 relatives about their experience of the care provided. We spoke with 15 members of staff including; the registered manager, senior care co-ordinator, trainer, team leader and care workers.

We reviewed a range of records. This included six people’s care records, specific sections of three other care records and multiple medication records. We looked at two staff files in relation to recruitment. 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. We requested training data and quality assurance records from the provider. These records were provided in a timely manner and were used to inform our judgements.

Updated 5 November 2021

About the service

Complete Care West Yorkshire Ltd is a domiciliary care agency, which provides personal care to people living in their own homes. At the time of this inspection, the service was providing personal care to 112 people in the Wakefield and Kirklees areas. 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 people do receive personal care, we also consider any wider social care provided.

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

People told us they felt safe when receiving care from the service. People received support from a consistent staff team, who knew how to safeguard people from the risk of abuse. Staff were trained to administer medicines safely and were assessed regularly to make sure they were competent. People were protected from the risk of infection and they told us staff wore PPE whilst in their homes.

Staff received regular supervisions and ongoing training, to ensure they had the right knowledge to support people effectively. 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 were treated well by caring and compassionate staff. People were actively encouraged to be involved in decision making around their care. People’s privacy and dignity was respected, and their independence promoted.

People received personalised care, which was responsive to their needs. Staff felt confident in delivering care in line with people’s preferences. People and relatives said they felt able to raise concerns, should they arise and the provider had a system in place to manage and respond to complaints.

The service had an open and positive culture. Staff and the management team showed a strong commitment to providing good quality, person-centred care to people. The registered manager regularly sought feedback from people and input from staff, in order to continuously drive improvement. The provider had robust governance arrangements in place, to assess the quality 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 (report published 17 July 2019).

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.