7 July 2021
During a routine inspection
Lola Care is an agency which provides personal care to people living in their own homes in Tiverton and surrounding villages. At the time of the inspection the agency was providing care to ten people.
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.
People’s experience of using this service and what we found
People were protected from abuse. Staff received training in safeguarding, which helped them to recognise the signs of abuse and actions to take in response.
People told us they felt very safe with the staff who supported them.
People received support from a regular staff team and staff were recruited safely. Staff were trained to administer medicines safely. Competency checks had been completed to ensure staff were following safe medicine practices.
Staff had received training in infection control and demonstrated an understanding of what personal protective equipment (PPE) should be used when supporting people. People told us that staff wore PPE whilst spending time in their homes.
People's care needs were initially assessed at a ‘care consultation’ before they started to use the service and care plans were completed prior to support commencing.
Staff supported people with their eating, drinking and to access healthcare support.
People were cared for by staff with sincerity, kindness and compassion. Staff supported people in a dignified and respectful way and their independence was promoted. Their care was planned in an inclusive and caring way, respecting their equality and diversity and human rights.
Staff often went over and above their job role to support people and also on numerous occasions took special treats to make people happy.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
The provider had a clear complaints policy in place which explained how to make a complaint and what action would be taken by the management to address any concerns and resolve them. The registered manager said they had not received any formal complaints but where a relative had raised concerns there were clear audit trails of actions they had taken.
People benefited from a staff team who were passionate about their jobs and proud to work for the organisation.
People and their relatives were able to give feedback about their care in a variety of ways. Examples included, through care reviews, periodic calls and surveys.
The provider had systems and processes in place to retain oversight of people's care and ensure good standards were consistently met.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
This service was registered with us on 3 July 2019 and this is the first inspection.
Why we inspected
This inspection was carried out due to the length of time the provider had been registered with CQC without receiving a formal rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our reinspection programme. If we receive any concerning information we may inspect sooner.