Background to this inspection
Updated
28 September 2019
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
This inspection was carried out by one inspector and an expert by experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service
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 visit because the manager is often out of the office supporting staff or providing care. We needed to be sure that they would be in. Inspection activity started on 5 September and ended on 9 September.
What we did before the inspection
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 reviewed information we had received about the service since the date of registration. We sought feedback from the local authority.
During the inspection
We spoke with five people who used the service and six relatives about their experience of the care provided. We spoke with 14 members of staff including the registered manager
We reviewed a range of records. This included four people’s care records and multiple medication records. We looked at four staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service were reviewed.
Updated
28 September 2019
About the service
Complete Care is a domiciliary care service that was providing personal care to 52 people.
People's experience of using this service
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.
People received safe care and support because systems and processes in place ensured any risks were safely managed by staff, and their needs met with minimal restrictions in place. Staff had received training and clear guidance was followed to help people to understand how to remain safe from avoidable harm and abuse.
People and their relatives told us they were happy with the service provided. Staff understood the importance of providing person-centred care and had developed positive relationships with people. We spoke with one relative who expressed they would like to speak to the provider in relation to a few changes they would like to be made. We spoke to the registered manager who was not aware of these and arranged a meeting.
People told us that regular carers turned up on time, however cover care workers were sometimes late. We spoke to the registered manager about this.
Medicines were managed and administered safely. Records confirmed people had received their medicines as prescribed. Where there had been previous issues these had been investigated and lessons learnt from the provider.
People were involved in their care planning. Records were person-centred and evaluated. These were in the process of moving to electronic records.
People and their relatives told us they were confident if they had any complaints the registered manager would address them appropriately.
Staff received appropriate induction, training, and support and applied learning effectively in line with best practice. This led to good outcomes for people and supported a good quality of life.
Staff were friendly and polite. Staff took time to get to know people. They had a clear understanding of, and how to support, people's individual and diverse needs.
The provider completed records to ensure quality assurance remained a priority and was effective in maintaining standards and driving improvements.
For more details, please see the full report which is on CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was Good, (published March 2017).
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.