Victoria Pook Care Provider

Updated 5 November 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 conducted 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, they were also the registered provider. This means that they are legally responsible for how the service is run and for the quality and safety of the care provided. They will be referred to as the registered manager/provider throughout this report.

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 registered manager/provider would be in the office to support the inspection.

Inspection activity started on 20 October 2021 and ended on 22 October 2021. We visited the office location on 20 October 2021.

What we did before the inspection

We reviewed information we had received about the service since they were registered, including notifications. Notifications are information about specific important events the service is legally required to send to us. 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 the registered manager/provider. We reviewed a range of records. This included seven people’s care records and medication records. We looked at three staff files in relation to recruitment. A variety of records relating to the management of the service, including policies and procedures were reviewed.

After the inspection

We spoke with three relatives and two people who used the service about their experience of the care provided. We sought feedback from external professionals involved with the service and two members of care staff. We reviewed records relating to staff training and supervision, quality assurance records and staff meetings.

Updated 5 November 2021

About the service

Victoria Pook Care Provider is a domiciliary care agency which provides support and personal care to people living in their own home. 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. At the time of our inspection 16 people were receiving a regulated activity from Victoria Pook Care Provider.

People’s experience of using this service and what we found

People and their relatives told us they were very happy with the care provided and the registered manager/provider and staff were caring and compassionate.

People were supported to be safe. There were systems and processes in place to ensure people were protected from the risks of avoidable harm. The registered manager/provider had a policy and procedure for safeguarding adults and staff understood their responsibilities.

Staff had completed training in the safe administration of medicines. People were happy with how they were supported around their medicines.

People and their relatives told us staff visited as planned and they were punctual. The registered manager/provider had processes for monitoring visits and ensured they contacted people when they were held up or running late for visits.

Staff received an induction into their role and had received appropriate training that equipped them to support people. They had their competency assessed to help ensure they continued to be sufficiently skilled and knowledgeable. Appropriate recruitment procedures were in place to help ensure only suitable staff were employed.

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.

Care records were written in a sensitive and person-centred way. People told us they felt involved in decisions about their care and staff were caring and kind. Staff were skilled in delivering people's care, listened to their wishes and had formed positive relationships, which improved people’s quality of life.

The registered manager/provider demonstrated a high level of commitment and passion to delivering a good service to people. There were systems and processes in place which ensured the safe running of the service and future development.

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 23 July 2020 and this is the first inspection.

Why we inspected

We carried out a comprehensive inspection, so we were able provide a rating for the service.