Gill Healthcare Keighley

Updated 23 August 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 an 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.

Registered Manager

A registered manager is a person who has registered with the Care Quality Commission to manage the service. At the time of our inspection the registered manager was also the provider of Gill Healthcare Keighley. This means that they 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. 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.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used all this information to plan our inspection.

The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make.

We used information gathered as part of monitoring activity that took place on 17 March 2022 to help plan the inspection and inform our judgements.

We used all this information to plan our inspection.

During the inspection

We spoke with a relative about their experience of the care provided. We spoke with three members of staff including the registered manager who is also the provider. We reviewed a range of records. This included one person’s care records. We looked at two 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 continued to seek clarification from the provider to validate evidence found. We requested some documentation to be sent for us to review remotely.

Updated 23 August 2022

About the service

Gill Healthcare Keighley is a domiciliary care agency providing personal care to people in their own homes.

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

The registered manager was also the provider of Gill Healthcare Keighley. Some improvements were needed to make sure the service was managed effectively. The registered manager needed to improve their understanding of safeguarding procedures, issues in relation to the mental capacity act and their responsibilities in relation to meeting their regulatory requirements by informing the Care Quality Commission of notifiable incidents.

The service was only providing support to one person and only employed two staff at the time of our inspection. This meant the registered manager had a full overview of the support they were providing and matters in relation to staffing. The manager was aware of the need to develop a system for auditing the quality and safety of the service to maintain this overview as the business grew.

Previous and current feedback about the service demonstrated people felt safe. Risk assessments were in place but some needed development to make sure staff all the information they needed to support people safely. Staff knew what to do and who to contact if they thought someone was at risk. The service was not supporting anyone with medicines, but staff had received the training they needed to do this safely.

People’s needs were assessed prior to a package of care being agreed and staff worked with other healthcare professionals to make sure people’s needs were met. An external training provider was used, and staff felt the training they had received was appropriate to their work. We were concerned the training programme may not be robust, and the registered manager took steps immediately to source alternative training from a nationally recognised training provider.

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 this practice.

Staff knew about the principles of the Mental Capacity Act. They supported people to make decisions about their care and recognised people’s right to refuse or make changes to the care they received.

Care records demonstrated a caring approach. Staff spoke about maintaining people’s privacy and dignity. This was echoed by a relative who praised the caring and respectful approach of staff.

Care was planned and delivered with a person-centred approach. The registered manager said that documentation could be produced in alternative formats or languages to meet people’s needs. Staff had been trained in supporting people at the end of their lives and a relative said this care was delivered with dignity.

The registered manager had addressed complaints but recognised the need to make sure documentation in relation to managing complaints needed to be improved.

The registered manager sought feedback from people who used the service, relatives and staff to review and 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

This service was registered with us on 10 October 2020 and this is the first inspection.

Why we inspected

This inspection was due in relation to the date of registration and prompted by a review of the information we held about this service.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.