Leicester

Updated 24 March 2022

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 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 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 23/09/2021 and ended on 01/10/2021. We visited the office location on 23/09/2021.

What we did before the inspection

We reviewed information we had received about the service since its registration. 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 one relative of the person who used the service, three members of staff including the registered manager. This included face to face and telephone conversations. We reviewed a range of records. This included care records of the person who used the service. We looked at two staff files in relation to recruitment and a range of staff records relating to 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 further policies.

Updated 24 March 2022

About the service

Leicester is a domiciliary care service. The service provides personal care to people living in their own homes. At the time of the inspection there was one person who used this service. The service support younger adults, older people, people with physical disability and sensory impairment.

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

The service did not always monitor the quality of care to support them identify trends and effective oversight of the service.

The service was safe. Staff knew how to protect the person who used the service from abuse and avoidable harm. Systems within the service supported staff to raise concerns they may have about the welfare of the person who used the service. Staff had taken steps to minimise the risk of infection. The provider took steps to recruit staff safely.

Staff were skilled and experienced. They knew how to meet the needs of the person who used the service including supporting their health and well-being.

The person who used the service was 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.

We expect health and social care providers to guarantee autistic people and people with a learning disability the choices, dignity, independence and good access to local communities that most people take for granted. Right Support, right care, right culture is the statutory guidance which supports CQC to make assessments and judgements about services providing support to people with a learning disability and/or autistic people.

The service was able to demonstrate how they were meeting the underpinning principles of Right support, right care, right culture.

Right support: The person who used the service and their loved ones were involved in the service and their views were respected and acted on. The model of care and setting maximises people’s choice, control and independence.

Right care: The care provided at the service is person-centred and promoted the dignity, privacy and human rights of the person used the service.

Right culture: The attitudes and behaviours of leaders and care staff ensured the person who used the service lead a confident, inclusive and empowered life.

Staff were kind and compassionate. They promoted the dignity, privacy and human rights of the person that used the service.

The care the person received was tailored to their individual needs. Care delivery was flexible to respond to the changing needs of the person who used the service. Relatives and staff could raise their concerns easily and were satisfied by the registered manager’s response to concerns raised.

Staff and person’s relative spoke highly of the support they received from the registered manager and their leadership of the service.

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 02/07/2020 and this is the first inspection.

Why we inspected

This was a planned inspection based on the date of registration.