Quality & Compassion Ltd

Quality and Compassion Ltd is a domiciliary care agency providing the regulated activity personal care. The service provides support to people living in their own home. At the time of our inspection there were 25 people using the service. All of the people using the service were receiving the regulated activity personal care.

We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. ‘Right support, right care, right culture’ is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it.

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

Right Support:

Whilst staff supported people to be involved in day to day decisions about their care, people were not supported to have maximum choice and control of their lives and staff did not support them in the least restrictive way possible and in their best interests; the policies and systems in the service did not support this practice.

Risks to people were not mitigated to ensure they got the right support and safe medicine practice was not promoted. Recruitment practices were not always safe and further increased risks to people.

People were supported by a consistent staff team with no missed calls reported and systems were in place to inform people if staff were running late for calls. The registered manager worked closely with professionals involved in people’s care to ensure the required support and intervention was provided.

Right Care:

Staff were not suitably trained and competent for the roles they were involved in. Therefore, the registered manager had not assured themselves that staff had the skills, training and competencies to ensure people got the right care.

Person centred care was promoted and people were supported to community events which promoted their well-being. People’s privacy, dignity and independence were promoted with people describing staff as “kind and caring.”

Right Culture:

The service was not effectively audited and monitored, to promote positive outcomes for people. Records were not suitably maintained, accurate and accessible which placed people at risk.

The registered manager was actively involved in the running of the service. They had positive relationships with people who used the service, relatives and staff. They had empowered people with complex care packages to be cared for in their home.

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 28 September 2020 and this is the first inspection. This inspection was prompted by a review of the information we held about this service.

We have found evidence that the provider needs to make improvements. Please see the safe, effective, and well-led sections of this full report.

Enforcement and Recommendations

We have identified breaches in relation to risk management, medicine management, recruitment of staff, consent to care, staff training, auditing, and record management at this inspection.

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 work alongside the provider and local authority to monitor progress. We will continue to monitor information we receive about the service, which will help inform when we next inspect.