Candour Care Group

Updated 23 October 2021

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 and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

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

We gave the service 24 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 05 October 2021 and ended on 07 October 2021. We visited the office location on 05 October 2021.

What we did before 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 the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We spoke with three people who used the service and three relatives about their experience of the care provided. We spoke with three members of staff as well as the provider/registered manager.

We reviewed a range of records. This included three people’s care records and medication records. We looked at three 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 continued to seek clarification from the provider to validate evidence found. We looked at training data and quality assurance records. We spoke with three professionals who regularly worked with the service.

Updated 23 October 2021

About the service

Candour Care Group is a domiciliary care service providing personal care to 20 people. 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

We have made a recommendation about recruitment and best interest processes.

People's experience of the service was positive. They were protected from the risk of harm and abuse. There were effective systems and processes in place to minimise risks.

Staff supported people to take medicines safely. Staff were trained in medicines management and knew how to ensure that people received their medicines on time and as they had been prescribed. Staff received an induction and were supported through a programme of regular supervision and training.

Feedback from people and their relatives showed there were no punctuality issues, and if staff were to be late the management contacted the people to inform them.

People received person centred care. Their assessments showed they had been involved in the assessment process. Care plans described how people should be supported so that their privacy and dignity were upheld.

Care workers demonstrated good knowledge and skills necessary for their role. People's health needs were met. The service worked with a range of external professionals, so people received coordinated care.

People were protected from the risks associated with poor infection control because the service had processes in place to reduce the risk of infection and cross contamination. Staff had received infection control training including specific awareness in regard to COVID -19.

There were governance structures and systems which were regularly reviewed. There was a complaints procedure in place, which people's relatives were aware of. Quality assurance processes such as audits and spot checks, were used to drive improvements.

Why we inspected

This service was registered with us on 08 April 2020 and this is the first 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.