Jane Caress Limited

Updated 11 April 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: One inspector and an Expert by Experience carried out this inspection. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service. For this inspection, the area of expertise for the Expert by Experience was domiciliary care.

Service and service type: Jane Caress Limited is a domiciliary care agency. It provides personal care to people living in their own homes.

The service had a manager registered with the Care Quality Commission (CQC). 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.

Notice of inspection: We gave the service 48 hours' notice of the inspection visit. We needed to be sure the registered manager would be available to facilitate this inspection.

Inspection site visit activity started on 26 February 2019 and ended on 25 March 2019. We visited the office location on 13 March 2019 to see the manager and office staff; and to review care records and policies and procedures. On 26 February 2019, we spoke with people and their relatives by telephone. On 25 March 2019, we spoke with staff by telephone.

What we did: Before the inspection, we reviewed all the information we held about the service including statutory notifications. Statutory notifications provide CQC with information about changes, events or incidents. This ensures we have an overview of what is happening at the service. We contacted relevant agencies such as the local authority, safeguarding and local Healthwatch England. Healthwatch England is an independent consumer champion that gathers and represents the views of the public about health and social care services in England.

The provider had completed a Provider Information Return (PIR) in October 2018. Providers are required to send us key information about their service, what they do well and improvements they plan to make.

During our inspection, we spoke with four people and six relatives. We also spoke with the registered manager, two care co-ordinators, the training manager and four staff.

We reviewed four people's care records, policies and procedures, records relating to the management of the service, training records and the recruitment records of staff.

Updated 11 April 2019

About the service: Jane Caress Limited is a domiciliary care agency providing personal care and support to people in their own homes. The service is provided to people who live in Masham, the surrounding villages and in other areas of Yorkshire. The service was providing personal care to 20 people at the time of the inspection.

People’s experience of using this service: People and their relatives gave positive feedback about the care they received, and their experience of the service. They told us they felt safe and had no suggestions for how the service could be improved.

Staff protected people from avoidable harm, were knowledgeable about safeguarding and felt able to raise concerns. Risk assessments were completed to identify and manage potential hazards. Systems were in place to recruit staff safely.

Overall, staff supported people to manage their medicines safely. The registered manager had identified where improvements to medication administration records were needed. Systems were in place to monitor and improve the quality of the service. These were not fully embedded in the service as some checks had not been recorded. The registered manager had introduced new documentation to ensure this in the future.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. Staff received appropriate training and support to enable them to carry out their roles effectively and safely. Staff supported people to access healthcare and maintain a nutritious diet where they provided this support.

People and relatives told us that staff were caring and treated them with respect. There were enough staff to meet people's needs and their rights, privacy and dignity were maintained always. People received a personalised service and were involved in developing their care plans. Staff knew people's life histories, preferences and routines.

There was a positive culture within the service where people, staff and relatives felt listened to. The provider had a system in place for responding to people's concerns and complaints. People and staff were encouraged to provide feedback about the service and this was used to drive improvement.

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

Rating at last inspection: This was the first rated inspection of the service under the provider Jane Caress Limited.

Why we inspected: This was a planned inspection based on the date of registration of the service.

Follow up: Going forward we will continue to monitor this service and plan to inspect in line with our re-inspection schedule for those services rated Good. If any concerning information is received we may inspect sooner.

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