About the service Destiny Intergrated Care Limited is a domiciliary care agency providing personal care to 25 people at the time of the inspection. 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
People told us they mainly received very good care from staff they knew well and had a regular team of staff. They said most care visits were on time and they had not experienced missed calls. They were treated with respect and their dignity was upheld.
However, while people said most care visits were on time and this had improved, people also told us on days the regular staff were off, times of care visits varied greatly. They said this also had an impact on the quality of care received and people were sometimes rushed and care was not as thorough.
People told us they did feel safe with staff who knew them well but not always with staff who were not regular. People were safe as they were supported by staff who were well trained and had a good understanding of different forms of abuse and how to keep people safe.
People’s care needs were regularly reviewed and care practices assessed by the registered manager to ensure the guidance for staff was accurate to enable them to support people well. People and their relatives felt involved in this process.
People and relatives were also asked for their views of the service generally. However, people told us they did not receive feedback on the outcomes and actions of those surveys.
People told us they received their medicines safely and staff were aware of deterioration in any health conditions and supported them to access the relevant health professionals such as district nurses or doctors.
People were happy to raise concerns if needed and agreed that the registered manager acted quickly to resolve any complaints. Staff were also confident to raise concerns with both the managers and external bodies such as local authority.
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.
People’s needs had been assessed and this was used to create detailed support plans and risk assessments that was mindful of people’s personal likes, dislikes and preferences. Plans also took into account how peoples specific health conditions might impact their ability to complete daily tasks and fluctuating independence.
We have made a recommendation about the management of some rotas and scheduling care visit times. We have also made a recommendation about ensuring staff follow agreed plans of care in-line with peoples assessed needs and preferences at all times.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection and update
The last rating for this service was inadequate (published 19 June 2019) and there were multiple breaches of regulation. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.
This service has been in Special Measures since 19 June 2019. During this inspection the provider demonstrated that improvements have been made. The service is no longer rated as inadequate overall or in any of the key questions. Therefore, this service is no longer in Special Measures.
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.