Background to this inspection
Updated
10 November 2021
The inspection
This was a targeted inspection to check on a specific concern we had about recruitment practices of staff.
Inspection team
The inspection was completed by two inspectors
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. 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. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.
During the inspection-
We reviewed 14 staff recruitment files and spoke with the registered manager about recruitment, interviews and obtaining references.
After the inspection –
We asked the registered manager to send us their audit and action plan following their work they did with the quality improvement team in January 2021
Updated
10 November 2021
About the service: Complete Quality Care provides personal care to people living in their own homes in the community. At the time of the inspection the service was supporting 63 people, the provider had chosen to only provide support for adults.
People’s experience of using this service: People were supported by staff that were caring, compassionate and treated them with dignity and respect. People received support based on their individual needs and preferences. Staff knew what was important to people and people said they had a good rapport with staff, who listened to them and respected their wishes.
Staff had the skills and knowledge necessary to meet people’s needs. Staff felt confident in their role and were well supported by the management team. Staff were observant noticing and responding to changes in people’s health and well-being. They liaised appropriately with health professionals and followed their advice.
Staff were professional and competent; people and relatives said the service was safe. Staff demonstrated a good awareness of each person's safety and how to minimise risks for them. Staffing arrangements were consistent and reliable.
People's care plans were up to date about their individual needs and preferences. People, relatives, staff and professionals gave us positive feedback about the quality of people's care. They described the service as well managed and were confident if they had a complaint it would be acted upon.
Quality monitoring systems included audits, observation of staff practice and contact with people either face to face, through questionnaires or phone calls to check they were happy with the service provided. People, their relatives and care staff said staff, the provider and senior staff were approachable, organised, and ran the service well.
Rating at last inspection: Good. Last report published 20 June 2016.
Why we inspected: This was a planned inspection based on the rating at the last inspection. At this inspection, the service remained rated Good overall.
Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received we may inspect sooner.