About the service: Complete Care West Yorkshire Ltd is a domiciliary care agency. It provides personal care to people living in their own homes. The service was providing personal care to 80 people in the Wakefield and Kirklees areas at the time of the inspection. Complete Care West Yorkshire Ltd provides a service to younger and older adults. People’s experience of using this service:
People and their relatives told us staff were kind, caring and treated people with respect.
People received personalised care which met their needs and risks were managed. Care records had been transferred to a new electronic care recording system. A paper and electronic system were being used until all the information was uploaded electronically. We found occasions when sufficient information had not been transferred to the electronic system. We made a recommendation that the provider should complete additional auditing of the new electronic care planning system to ensure sufficient information continues to be available in the new electronic format.
Systems were in place to manage any allegations of abuse. People and relatives knew how to raise any concerns. We saw evidence any concerns were investigated and addressed.
There were enough staff to meet people’s needs. Staff received appropriate support, induction and training. Staff recruitment records demonstrated the service was ensuring staff were subject to the appropriate scrutiny.
We checked and found the service was working within the principles of the MCA. People and their relatives were involved in decisions about their care and consent was recorded in the care records.
Staff told us they felt supported in their role and there was always someone available for advice or assistance. Staff said they would be happy for their relatives to receive a service from Complete Care West Yorkshire.
The registered manager was passionate about continuous learning and improving the care people received. The registered manager had contributed to initiatives such as, Age UK ‘Pull Up a Chair Project’ to help improve care outcomes nationally. They were the chairperson for the registered managers network in Wakefield. This enabled best practice to be shared and support to be provided.
Quality assurance systems were in place to ensure the service met appropriate standards and learnt lessons. The medication audits, and lessons learned from these, were being introduced for the new electronic system. We therefore could not look at these audits on inspection. We have asked the provider to send us their medication audits for the next three months.
Rating at last inspection:
At the last inspection the service was rated Good (report published 11 November 2016).
Why we inspected:
This was a planned inspection based on the rating awarded at the last inspection.
Follow up:
We will continue to monitor intelligence we receive about the service until we return to visit as
per our re-inspection programme. If any concerning information is received, we may inspect sooner.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk