Background to this inspection
Updated
14 August 2019
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
The inspection was carried out by a single inspector.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
The service had a manager registered with the Care Quality Commission. 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
This inspection was announced. We gave the service 6 days’ notice of the inspection. This was because some of the people using it could not consent to a home visit or a telephone call from an inspector. This meant we had to arrange for a ‘best interests’ decision about this.
Inspection activity started on 24 June 2019 and ended on 25 June 2019. We visited the office location on 25 June 2019.
What we did before the inspection
We reviewed information we had received about the service. We sought feedback from the local authority and professionals who work with the service. We used this information to help plan our inspection. The provider was not asked to complete a provider information return prior to this inspection, however, information was gathered during our inspection. This is included key information about the service, what the service does well and any improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.
During the inspection
We spoke with four people and three relatives on the telephone and visited three people with one relative and one staff in their home. At the registered office we spoke with three staff, the director and the registered manager. We received feedback from four health and social care professionals.
We reviewed a range of records which included people’s risk assessments and care plans, medicine records and daily log sheets. We also reviewed information which detailed when people had their support visits, quality monitoring and records in relation to the management of the service.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We looked at evidence in relation to supervision and training.
We also spoke with a further relative on the telephone for further feedback.
Updated
14 August 2019
About the service
Complete Care Chesterfield is a domiciliary care provider providing personal care to 39 people at the time of the inspection. It provides personal care for people living in their own homes, so they can live as independently as possible.
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
Risks to people’s health and wellbeing were assessed and plans were in place to monitor people and to assist them in a safe manner, staff knew how to support people safely, including the use of equipment to assist them to move. Staff were supported and trained to ensure they had the skills to support people effectively. They understood how to protect people from harm and were confident any concerns would be reported and investigated by the management team.
Where people received assistance to take medicines, records were kept so this was done safely. When people required assistance to eat or drink, the provider ensured this was planned to meet their preferences and their current assessed need. People had support when required, in order to liaise with healthcare professionals to ensure they remained well.
People had developed caring relationships with the staff who supported them. People were appreciative and spoke fondly of staff. The provider had developed good working relationships with other health and social care professionals to support the needs of people using 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.
There were systems in place to further monitor and drive improvement through auditing. People were involved in their assessment and care planning and asked for their feedback of the service. This helped to support the development of the service. There was a complaints procedure and any received were investigated and responded to.
This service was registered with us on 17/08/2018 and this is the first inspection.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Why we inspected
This was a planned full comprehensive inspection to ensure that the service was meeting the regulations of the Health and Social Care Act 2008 and CQC.
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.