Custom Care (Cannock)

Custom Care (Cannock) is a Domiciliary Care Agency (DCA) registered to provide personal care. People are supported with their personal care needs to enable them to live in their own homes and promote their independence. At the time of the inspection the service supported 155 people with personal care in their own homes.

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 files for people did not always have risk assessments for their medical needs. For people who required catheter or stoma care, there was no specific risk assessment to guide staff on how to support them safely.

Some people needed their medicine as a patch which was stuck onto their skin. The provider had not ensured this application was managed safely.

The provider had no systems in place for auditing care plans. Following feedback, the registered manager told us they had identified a process they were going to put into place.

The provider had Effective systems in place to safeguard people from harm and abuse. All recorded safeguarding concerns had been reported to the appropriate authorities.

The registered manager took the necessary action to implement the required learning identified for service improvements through a trend analysis

Care plans were an ongoing document and written using the information from the full assessment. People’s care files detailed the personal care they required from staff.

The registered manager ensured all staff’s training was up to date.

People told us about the professional and friendly support they received from Custom Care (Cannock) and the positive impact they have had on their lives.

People’s communication needs were clarified through the assessment process and staff adapted their approach to ensure people with additional needs could access information required.

Complaints were managed robustly and in a timely way.

The registered manager completed a quarterly events analysis of the service, that focused on compliance issues. An improvement action plan was then devised to assist with the development of the service.

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.

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 13 February 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.

People were happy with the service they received. However, improvements were needed to ensure medicines were consistently administered as prescribed and risk management plans provided staff with all the information they needed to keep people safe. Quality assurance processes were in place but needed some further development to ensure they were always effective at encouraging improvement.

People and staff were encouraged to provide feedback and make suggestions. People were supported by skilled and competent staff who were confident in their roles.

People received compassionate support which met their needs from kind and caring staff. People's dignity and privacy were respected and their independence was promoted.

People received consistent care that was responsive to their needs. They had regular care staff, at call times they were happy with. The service was responsive to any concerns or comments raised and learned when things had gone wrong.

The registered manager was open and committed to making improvements.

The service didn’t meet the characteristics of Good in all areas because improvements were required to medicines management, risk assessment and quality assurance processes.

More information is in the full report

Rating at last inspection: This was the first inspection since the location registered with us on 5 December 2017.

About the service: Custom Care (Cannock) is a domiciliary care agency that was providing personal care to 146 people at the time of the inspection.

Why we inspected: This was a routine, scheduled inspection.

Follow up: We will continue to monitor the service and inspect again within 12 months.