Background to this inspection
Updated
21 December 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 one inspector.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses. 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
We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection. Inspection activity started on 29 November 2019 and ended on 4 December 2019. We visited the office location on 3 December 2019.
What we did before the inspection
The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report. We looked at other information we held about the service. This included notifications. Notifications are changes, events or incidents that the service must inform us about. We spoke with care professionals and the local authority who work with the service. We used this information to plan our inspection.
During the inspection
We spoke with six members of staff including the registered manager, care manager, office manager, one senior care worker and two care workers. We reviewed a range of records. This included six people’s care records and medication records. We looked at four staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
After the inspection
We spoke with four people who used the service and three relatives about their experience of the care provided.
Updated
21 December 2019
About the service
Complete Home Care Sussex Ltd is a domiciliary care agency providing personal care to people living in their own homes. It provides a service to older adults some of whom were living with dementia. At the time of the inspection the service was supporting 35 people who were receiving personal care in Crawley, Horsham and the surrounding 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 they do we also consider any wider social care provided.
People’s experience of using this service and what we found
People were protected from avoidable harm and abuse. Safeguarding policies and procedures were embedded within practice and were consistently followed. Staff had recognised signs of abuse and had reported any concerns.
People told us they were happy with the care they received, and that staff helped them to feel safe. Risk assessments and care plans guided staff in how to provide care safely and in the way the person preferred. There were enough suitable staff employed to cover all the care visits. People said they received their calls on time and for the duration that they expected. Staff supported people to have their prescribed medicines safely.
People were supported to ensure their healthcare needs were met. People were encouraged to live healthy lives and received support to purchase and cook their food when they needed it.
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 received kind and compassionate care. People’s independence was promoted by staff. People were treated with respect and dignity and supported to make decisions about their care. One person said, “I just think it’s excellent, I can’t fault them. I would definitely recommend them.”
People received personalised care that was tailored to meet their individual needs, preferences and choices. Care plans were detailed and guided staff about people's needs and how to meet them. People’s concerns and complaints were listened to and used to improve the service they received. Staff had training and experience to provide end of life support when people needed it.
People were complimentary about the registered manager and how the service was run. One person said, “Oh yes they know what's going on and what needs to be done.” Systems and processes were in place to ensure the safe running of the service and to drive improvement.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
This service was registered with us on 03/12/2018 and this is the first inspection.
Why we inspected
This was a planned inspection based on the timescales set out on our registration programme.
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.