The Care Quality Commission
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Cott's Care Solutions

Overall: Requires improvement read more about inspection ratings

3 Royal Crescent, Cheltenham, GL50 3DA (01242) 371048

Provided and run by:
Cott's Care Limited

All Inspections

During an assessment under our new approach

Date of assessment: 26 September to 16 October 2024. This was a responsive assessment to follow up on concerns relating to the management of people’s risks and the management of staff. People’s care requirements and risks had been assessed and information for staff was accessible on the provider’s new care management system. Staff understood people’s needs and they recorded the care they provided. Care plans were in place and gave staff guidance on how to meet people’s needs, however, staff would benefit from more detailed guidance on the management of people’s risks and the early warning signs of declining healthy. We found some inconsistencies in how people’s medicine administration records were maintained. People told us they felt safe being supported by staff. Staff were clear about reporting any concerns to their managers, although, they were not familiar with external agencies, who also have responsibilities to safeguard people and with whom they could also report concerns to. Staff had received the training required to carry out their role. However, safe recruitment practices were not always followed. Effective systems were not being used to ensure the delivery of care was in line with the provider’s standards. Not all staff felt supported in their role, and some had experienced some inequalities in their support and working hours. Prior to this assessment, the registered manager had identified and was addressing staff’s concerns about the culture of the service, communication and some of the provider’s processes.

25 October 2018

During a routine inspection

This inspection was completed on 25 October 2018 and was announced. The provider was given 48 hours’ notice of the inspection because the service provided was domiciliary care in people’s own homes and we wanted to make arrangements to contact people.

Cott’s Care Solutions is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It provides a service to older adults and younger disabled adults. Not everyone using Cott’s Care Solutions receives a 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. There were 16 people receiving the regulated activity of ‘personal care’ from Cott’s Care Solutions at the time of the inspection.

There was a registered manager in post at 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 of the Health and Social Care Act 2008 and associated Regulations about how the service is run

This was the first inspection of the service and it has been rated ‘Good’ overall.

People received safe care and treatment. Staff had been trained in safeguarding and had a good understanding of safeguarding policies and procedures. The administration and management of medicines was safe. There were sufficient numbers of staff working at the service. There was a robust recruitment process to ensure suitable staff were recruited.

Risk assessments were updated to ensure people were supported in a safe manner and risks were minimised. Where people had suffered an accident, themes and trends had been analysed, and action had been taken to ensure people were safe and plans put in place to minimise the risk of re-occurrence.

Staff had received training appropriate to their role. People were supported to access health professionals when required. They could choose what they liked to eat and drink and were supported on a regular basis to participate in meaningful activities.

People were supported in an individualised way that encouraged them to be as independent as possible. People were given information about the service in ways they wanted to and could understand.

People and their relatives were positive about the care and support they received. They told us staff were caring and kind and they felt safe living in the home. We observed staff supporting people in a caring and patient way. Staff knew people they supported well and could describe what they liked to do and how they liked to be supported.

The service was responsive to people’s needs. Care plans were person centred to guide staff to provide consistent, high quality care and support. Daily records were detailed and provided evidence of person centred care. Where required, people were supported to make decisions about end of life care which met their individual needs and preferences.

The service was well led. People, staff and relatives spoke positively about the registered manager. Quality assurance checks were in place and identified actions to improve the service. The registered manager sought feedback from people and their relatives to continually improve the service.