The Care Quality Commission
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Up 24 Seven Services Ltd

Overall: Good read more about inspection ratings

The Old Courthouse, 18-20 St. Peters Churchyard, Derby, DE1 1NN (01332) 582949

Provided and run by:
UP 24 Seven Services Ltd

All Inspections

During an assessment under our new approach

Up 24 seven services is a domiciliary care agency. It provides care for people living in their own houses and flats. People are supported in their own homes so that they can live as independently as possible. CQC regulates the personal care and support. At the time of the assessment there were 49 people using the service. We carried out an assessment from 23 May to 3 June 2024. We found that the service is performing well. The service worked with people and partner agencies to have safe systems of care and ensure people's safety and safeguarded people when needed. Care was provided by appropriate ratio of safely recruited and trained staff who felt supported by their management. People's medication was managed and administered safely. People had care and support plans in place which were reviewed and updated when people’s needs changed. Medication was managed and administered safely. People were treated as individual by kind and compassionate staff. Staff protected people's dignity and considered people at the centre of their care. The service was well managed by leaders who cared about delivering good quality, sustainable care, treatment and support.

7 November 2019

During a routine inspection

Up 24 seven services is a domiciliary care agency. It provides care for people living in their own houses and flats. People are supported in their own homes so that they can live as independently as possible. CQC regulates the personal care and support. There were 24 people using this service at the time of our visit.

People’s experience of using this service

The provider provided effective person-centred care to people using the service. Staff listened to people and organised care to meet the needs of people. Staff understood the importance of this for people using the service and provided the structured support they required. This enabled people to achieve positive outcomes and promoted a good quality of life.

There was good oversight by the management and all aspects of the service were monitored with a view to developing the service. The registered manager had a structure in place to ensure that there was appropriate staffing levels to meet people’s needs and keep them safe.

Support planning was comprehensive and involved the people and any professionals supporting their health and care needs. The information was kept updated and reviewed regularly according to changing circumstances. Risk assessments were also relevant and current and had good information on how the risk could be reduced.

People were supported by well trained, caring staff who delivered care in a person-centred way.

People were supported to have maximum choice and control over their lives and staff supported them in the least restrictive way possible.

Staff had access to policies and procedures that reflected legislation and current best practice. The management team were enthusiastic and had a positive approach to developing the service and looked towards continued improvement.

Why we inspected

This was a first follow up inspection as the previous inspection found there was a breach of Regulation 18 of the Care Quality Commission (Registration) Regulations and also a breach of Regulation 13 of the Health and Social Care Act (Regulated Activities) Regulation 2014. Safeguarding people from abuse and improper treatment.

Rating at last inspection and update

The last rating for this service was requires improvement (published 6 December 2018). 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.

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.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

1 October 2018

During a routine inspection

This inspection took place on 1 October 2018 and was announced. We gave the provider 48 hours' notice of our visit because the location provides a domiciliary care service and we needed to make sure that there would be someone at the office at the time of our visit. On 2, 3 and 4 October 2018 we made telephone calls to people using the service, relatives and staff for their views on the service. This was the first inspection since the provider's registration on 9 November 2017. At this inspection, we found the fundamental care standards were not being fully met, resulting in a rating of ‘Requires Improvement.’

Up 24 Seven Services Ltd is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. The service caters for older people and younger adults with needs relating to dementia, learning disabilities, physical disabilities, and sensory impairment. There were 21 people using this service at the time of our inspection.

The service had a registered manager, they were also the service provider. 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 in the Health and Social Care Act 2008 and associated Regulations about how the service is run.’

We found that safeguarding concerns were not always being reported to the local authority safeguarding team, as the registered manager was not fully clear which circumstances required referral’s. This did not ensure people were protected from the risk of abuse and avoidable harm.

Recruitment procedures were not always thorough to ensure prospective staff were suitable to care for people receiving personal care in their own homes.

People told us they felt safe with the care provided by staff. Staff we spoke with understood their responsibility in protecting people from the risk of harm. Staff told us they had received training and an induction that had helped them to understand and support people.

Staffing levels were adequate to meet people’s needs who were currently receiving support from the agency. People received support from a consistent staff team.

Staff had received training in infection control and were provided with the necessary personal protective equipment to use when carrying out care and support tasks

Staff supported people to make decisions about their day to day care and support.

When needed, people were supported to maintain their dietary requirements. Staff we spoke with were aware of who to contact in an event of an emergency.

People told us that staff treated them in a caring way and respected their privacy and supported them to maintain their dignity. The delivery of care was tailored to meet people's individual needs and preferences.

The provider’s complaints policy and procedure were accessible to people who used the service and their representatives. People knew how to make a complaint and felt the provider took action to address their concerns.

There were systems in place to monitor the quality of the service to enable the registered manager to drive improvement.

During this inspection we found breaches of the of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. You can see what action we told the provider to take at the back of the full version of the report.