Updated 1 June 2019
The inspection:
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
Inspection team:
The inspection team consisted of two inspectors and an expert by experience. An expert by experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type:
The provider is a domiciliary care agency. People receive a personal care service within their own home and it the personal care that is regulated by CQC.
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. The registered manager was also one of two directors of the provider company Future Community Care Solutions Ltd. The director and registered manager have been referred to as the providers throughout this report.
Notice of inspection:
We gave the service 48 hours’ notice of the inspection visit because we needed to make sure someone would be available at the office to meet with us. Inspection site visit activity started on 18 March 2019 and ended on 29 March 2019. We visited the office location on 18 March 2019 to meet the providers and the office staff; and to review care records and policies and procedures. Following which, and with their agreement, we contacted people, their relatives and staff for feedback.
What we did:
Before the inspection we reviewed the information, we held about the service and the service provider. The registered provider completed a Provider Information Return (PIR). This is information that we request that asks the provider to give some key information about the service, what the service does well and any further developments they plan to make. We looked at the notifications we had received for this service. Notifications are information about important events the service is required to send us by law.
We made attempts to contact 21 people and of those were able to speak with nine people and eight relatives to gather their views about the care and support received. During the office site visit we looked at records, which included three people's care, daily care records and medicines records. We checked staff recruitment files, training and supervision records. We also looked at a range of records about how the service was managed. We also spoke with the providers of the company, the deputy manager, the company trainer, a care co-ordinator and ten care staff. We attempted to obtain feedback from social care professionals to obtain their views about the service but did not receive any responses. The providers shared with us feedback they had recently received from a healthcare professional.