About the service
ICare GB Limited - Derby Care Office provides support to people in their own homes within Derby City and the surrounding area. There was 37 people using the service. 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. At the time of the inspection 32 people were receiving personal care support from this service.
People’s experience of using this service and what we found
The quality monitoring systems in place had not always identified when improvements were needed. We found improvements were needed as some people felt their complaints and concerns were not always addressed to their satisfaction. This was an issue identified at the last inspection.
All calls were covered, but some people told us their call times could vary on a daily basis. However, we did see from records that calls were provided within the agreed time frame. Everyone told us they were happy with the support they received but some felt their calls were sometimes rushed. We did see that some calls were shorter than the agreed time.
People confirmed that staff wore PPE in accordance with the government guidelines to protect against the spread of Covid 19. However, several people said staff entered their homes with apron and gloves on. Four people had asked carers to put on aprons and gloves after entering their home and after washing their hands. One person told us that they had to ask one carer to wear a mask. All of these people confirmed the staff then complied with their request.
Some improvements had been made since the last inspection and people told us they had seen some improvements over recent months in the support they received. We saw that people’s identified risks had been assessed and were managed safely. All of the people we spoke with told us they felt safe with the staff who supported them.
People were supported to take their prescribed medicines by staff who had been trained. The recruitment practices in place ensured the appropriate checks were completed before staff started work. Staff had received training to protect people from abuse. Most people told us they received support from a regular team of staff.
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 Requires Improvement (published 26 September 2019) and there were two 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 under the safe domain and the provider was no longer in breach of regulation 18, However, enough improvement had not been made in the well led domain and the provider was still in breach of regulation 17.
Why we inspected
The inspection was brought forward due to concerns received about people being rushed with personal care and how complaints were managed. A decision was made for us to inspect and examine those risks. We undertook a focused inspection to review the key questions of safe and well-led only.
No areas of concern were identified in the other key questions. We therefore did not inspect them. Ratings from previous comprehensive inspections for those key questions were used in calculating the overall rating at this inspection.
We have found evidence that the provider needs to make improvements. Please see the safe well led key question of this full report.
The overall rating for the service has remained Requires Improvement. This is based on the findings at this focused inspection and from the previous comprehensive inspection.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for ICare GB Limited - Derby Care Office on our website at www.cqc.org.uk.
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.