One to One Community Care

One to One Community Care is a domiciliary care service which provides personal care to older people living in their own homes. At the time of this inspection there were 13 people using the service.

Not everyone who uses a domiciliary care service receives personal care. CQC only inspects where people receive personal care. Personal care is help with tasks related to personal hygiene and eating. Where people do receive personal care, we also consider any wider social care provided to them.

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

People using the service and their relatives were very happy with the care and support they received. It met their needs and was tailored to their preferences. People, their relatives and staff all felt the service was well-organised and well-run. The provider was highly involved in each person’s care. However, the provider’s governance and quality assurance systems needed to be improved to ensure all aspects of the service were robustly assessed and monitored.

People’s medicines were not managed safely. People’s medicines records did not contain enough information to ensure people received their medicines as prescribed. The provider confirmed they would address this as a priority. Staff were aware of their responsibility to keep people safe and safeguard them from abuse. There were systems in place to protect people from the spread of infections.

People were supported by a small staff team, who knew them well. Staff turned up on time and delivered the care people needed during each care visit, whilst respecting people’s routines and preferences. People told us staff were very kind, caring and compassionate. People and their relatives were involved in making decisions about their care.

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. However, the policies and systems in the service did not always support this practice.

Staff were supported by the provider to develop the right skills for their roles. People and their relatives told us staff appeared to be well trained and staff told us they were very well supported. However, some of the provider’s systems and processes designed to ensure staff remained competent and skilled had not been completed.

People knew how to complain if they needed to and people’s feedback was regularly obtained by the provider. However, people’s feedback was not always recorded to ensure it could be used as part of a quality assurance system to improve 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

The last rating for this service was good (published 9 January 2018). This rating was awarded when the service was based at a different address.

Why we inspected

This inspection was prompted by a review of the information we held about this service.

Enforcement

We have identified a breach of regulation in relation to safe care and treatment, specifically in respect of the management of medicines. We have also identified a breach of regulation in respect of the provider’s governance and quality assurance systems.

Please see the action we have told the provider to take at the end of this report.

Follow up

We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will continue to monitor information we receive about the service, which will help inform when we next inspect.