Prof-Care Limited

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

During our assessment of this key question, we found concerns around the governance of the service. There was a lack of robust and effective quality monitoring and assurance processes to identify issues and provide service level oversight. This presented a potential risk to people and increased risk of harm. The provider told us the imminent introduction of a new electronic recording and management system would address these issues and enhance their future oversight of the service. The provider was not fully aware of their responsibility to inform the CQC about notifiable incidents and therefore notifications had not always been submitted in line with the Health and Social Care Act 2008. Staff and management were seen to work in partnership with people, relatives, and professionals. People and most relatives felt the service was managed well and were kept well informed. Staff were positive about the management team and the support they received. You can find more details in the evidence category findings below.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Shared direction and culture during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Capable, compassionate and inclusive leaders during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Freedom to speak up during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The registered manager was able to give examples and describe where action had been taken following an incident and lessons learned. They commented, “When we make a mistake, we hold our hands up and work with other professionals to find actions to correct the mistake, action plan for the future and what we have learned from this and what is the way forward.”

The systems in place had not identified some of the shortfalls found during the assessment and were not effective in identify themes and trends. The lack of any effective monitoring system meant issues may not be identified and lessons may not be learnt when things went wrong. This evidenced systems and processes of governance were neither robust nor effective. Notifications to CQC were also not always submitted which was contrary to CQC requirements and the policy of the provider. The provider took immediate action to address these issues, including sending examples of new processes and providing reassurance that the new electronic recording and management system being implemented would improve overall oversight of the service.

People and their relatives were mainly positive about their experience of the support they received from Prof-Care Limited. One commented, “I can talk to them all, they are always ready to help and listen if you telephone the office,” and another said, “The manager is approachable and listens, but we hit a barrier when we discuss training as we don’t hold the same ideas about it.”

Records seen evidenced involvement of partners. The provider had invested in new technology which they said was fundamental to increase their ability to monitor and improve care.

We received no specific feedback from partners, but we saw examples of how the provider worked in partnership with them.

The management team had a strong commitment to improving the service and were open to suggestions for improvement, recognising the importance of joint working with partner agencies. Staff were also aware of the value of working in partnership, both with professionals and with other staff. One staff commented, “All about teamwork and have to share [information].”

Systems in place at the time of assessment did not provide effective oversight of the service. This reduced the ability of the provider to review information and complete lessons learned, presenting a potential risk to people. Evidence was provided during and following the assessment of action taken and assurance given that the new electronic recording and management system being implemented would provide more detailed analysis of information across the whole service and ensure improved outcomes for people.

The registered manager was open to innovation and learning and could describe examples of where learning had taken place and outcomes improved for people. Staff could describe the benefits of the support and training they received and the positive outcome of this for people supported. One staff commented, "As a healthcare assistant, supervision in a one-to-one setting can provide valuable support. During these sessions, I receive guidance on my performance, opportunities for skill development, and feedback on my interactions with people."