YOU-CAS Limited

Updated 17 November 2018

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection took place on 10 September 2018 and was announced. We announced this inspection to ensure people could be contacted and asked to take part in our inspection.

Before the inspection, we reviewed the information we held about the service; this included information we had received from third parties. We received positive feedback from two health and social care professionals.

As part of the inspection we spoke with four people and seven relatives to find out about their experiences of the care and support they received. We spoke with three care workers, the registered manager and a director.

We reviewed a range of records which included care and support plans and daily records, four staff records relating to training, personnel files and the staff duty rosters. We saw policies and procedures and quality monitoring documents.

We requested further information from the manager related to the management of the service and we received this as requested.

Updated 17 November 2018

YOU-CAS Limited is a domiciliary care agency. It provides personal care to people living in their own homes. At the time of this inspection six people received the service.

Not everyone using YOU-CAS Limited receives regulated activity; CQC only inspects the service being received by people provided with 'personal care'; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

At the last inspection we identified that management systems in the service were not effective and this had resulted in a breach of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 relating to record keeping and governance of the service. The service was rated as requires improvement in relation to the question: is the service safe? And Is well led? And was rated good for is the service caring, is the service responsive and is the service effective? At that inspection the service received a rating of requires improvement overall.

Following the last inspection, we asked the provider to complete an action plan to show what they would do and by when to improve the key questions is the service safe? Is the service effective? Is the service responsive? And is the service well led? to at least good. We received an action as requested 10 November 2017.

The aim of this inspection was to carry out a comprehensive review of the service and to follow up on the requirement notice that were made at the previous inspection in August 2017. At this inspection we found that improvements had been made, and that the regulations had been complied with.

This announced inspection site visit activity started 10 September 2018 and ended 14 September 2018. It included visiting the registered location (the office) to see the registered manager, staff and to review records, policies and procedures. We visited people in their own homes with the member of staff providing their care on 10 September 2018.

There was a registered manager for the service. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People told us that staff were professional, caring and friendly, treating them as individuals and respecting their wishes regarding care. Without exception they said that staff understood and provided the care and support they needed.

People’s care and support was planned proactively in partnership with them and, where appropriate, their families and representatives. Staff had a good understanding of people's care plans, which were thorough but straightforward to follow.

Staff understood the need to gain consent and followed legislation designed to protect people's rights and freedoms.

Medicines were managed safely.

Risks to individuals were assessed and monitored. When incidents took place, the registered manager reflected on the events to ensure learning was embedded for future practice.

Appropriate checks were made before staff started to work to make sure they were suitable to work with people.

Staff told us they felt supported in their roles and had received training that provided them with the necessary knowledge and skills.

There was a complaints policy in place which people felt comfortable using if they had concerns.

Management and quality assurance systems had been implemented to monitor the quality of care and support that people received.