Global House Facilities (UK) Ltd

Updated 30 June 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 Health and Social Care Act 2008.

Inspection team

This 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 homes.

Registered Manager

This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. 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.

At the time of our inspection there was a registered manager in post.

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 27 May 2022 and ended on 31 May 2022. We visited the location’s office on 27 May 2022.

What we did before the inspection

We reviewed the information we held about the service. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We visited the office and spoke with the registered manager, director of care and a care coordinator. We reviewed records, including three people’s care plans and risk assessments, three staff recruitment and training records and a variety of records relating to the management of the service, including quality monitoring systems and audits.

Following our site visit we spoke with three people using the service and or their relatives to gain feedback about the service they received. We also spoke with three care staff to gain their views of the service.

After the inspection

We continued to seek clarification from the provider to validate evidence found.

Updated 30 June 2022

About the service

Global House Facilities (UK) Ltd is a domiciliary care service providing personal care to people living within the local communities within their own homes. At the time of our inspection there were five people using the service.

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

Risks to people were not always identified, assessed and recorded and staff did not always have access to risk management information to ensure the support they provided to people was safe and appropriate to meet their needs. The systems and processes in place for managing and administering people's medicines was not always safe.

Care plans did not always identify and or reflect individual preferences in the way people wished to be supported or contain correct information about their needs, wishes and the support they needed. Systems and processes in place for monitoring the quality and safety of the service were not always effective in identifying issues or concerns found at this inspection and for helping to drive service improvements.

We received mixed feedback from people in relation to staffing levels and staff arriving at the agreed times to assist them with their care. Care plans did not always comprehensively identify, assess and document people’s physical and mental health needs and the steps staff may need to take to support people effectively. The registered manager took actions to address these issues and we will check on these at our next inspection of the service.

People were protected from the risk of abuse. There were safeguarding and whistleblowing policies and procedures in place. Staff knew how to report incidents or accidents appropriately so concerns or issues could be addressed. People were protected from the risk of infection. Staff were supplied with appropriate Personal Protective Equipment (PPE) to keep them and the people they supported safe.

People were supported to maintain a balanced diet where this was part of their plan of care. Staff sought consent from people when offering them assistance. 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. Staff received training and support relevant to their needs and the needs of the people they supported. People were supported where required to access a range of health and social care services when they needed them.

People received kind and compassionate care. Staff received equality and diversity training and were committed to providing a service which was non-discriminatory. The provider had a complaints policy and procedure in place which people were aware of. The registered manager understood the responsibilities of their role including the duty of candour.

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 CQC on 27 January 2021 and this was the first inspection.

Why we inspected

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

Enforcement

We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection. We will continue to monitor the service and will take further action if needed.

We have identified breaches in relation to the safe management of risk and medicines, person centred care and good governance 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.