2 March 2021
During an inspection looking at part of the service
This service is a domiciliary care agency. It provides personal care to people living in their own homes. At the time of our inspection they were supporting 11 people.
Not everyone who used the service received personal care. In this service, the Care Quality Commission can only inspect the service received by people who get support with personal care. This includes help with tasks related to personal hygiene and eating. Where people receive such support, we also consider any wider social care provided.
People’s experience of using this service
Improvements had been made since the last inspection. Risk assessments had been reviewed and updated, and staff had been safely recruited. There were quality assurance systems in place and regular spot checks of staff. However, we found that the registered manager had failed to advise us of a significant incident as required by the regulations.
People and their relatives told us they were satisfied with the service. They told us they usually had continuity of care from staff who understood their needs. Some concerns about timekeeping were raised, however people also told us that they felt comfortable raising concerns with the service and knew how to complain if they needed to. Comments included, “We really don’t have any issues” and “We are quite satisfied.”
They told us they or their relatives were being supported by staff who treated them with kindness and respect, and ensured their safety. Remarks included, “The care workers are really nice and respectful” and “We have some really nice carers.”
Care workers were particularly praised for the support they were providing to people with dementia and for their communication. A relative told us, “They talk to [person] and explain what they are doing… [care worker] took the time to listen and they are always chatting with [person]”.
Staff understood their responsibilities around safeguarding and how to protect the people they cared for. They understood whistleblowing and how to escalate any concerns they might have.
Staff told us they enjoyed their work and were supported by the management team.
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 18 September 2019).
Why we inspected
This inspection was carried out to follow up on action we told the provider to take at the last inspection.
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.