CARAH Care

Updated 6 August 2022

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. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Health and Social Care Act 2008.

Inspection team

This inspection was carried out by one inspector 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

This service is a domiciliary care agency. It provides personal care to people living in their own homes.

Registered Manager

This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. 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.

At the time of our inspection there was a registered manager in post.

Notice of inspection

We gave the service 24 hours’ notice of the inspection. This was because the service is small and we wanted to be sure relevant staff were available to support us with the inspection.

Inspection activity started on 17 June 2022 and ended on 22 June 2022. We visited the location’s office on 17 June 2022.

What we did before the inspection

We reviewed information we had received about the service since it registered. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We spoke with two people supported by the service and four relatives about their experience of the care provided. We spoke with eight members of staff including the registered manager, care coordinator, administrator and carers.

We reviewed a range of records. This included three people’s support plans and multiple medication records. We looked at four staff files in relation to recruitment. A variety of records relating to the management of the service, including policies and procedures were also reviewed.

Updated 6 August 2022

About the service

CARAH Care is a domiciliary care agency providing personal care to people living in their own homes. At the time of our inspection there were 23 people being supported by the service. 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 and relatives said they felt safe with the staff. One relative said, “My [Relative] is very safe with the carers, they are attentive, open and transparent.” The provider had systems in place to safeguard people from the risk of abuse and staff received training on recognising and managing safeguarding concerns. Staff were safely recruited by the service, ensuring that only people who were suitable to work with vulnerable adults were employed.

People received their medicines safely and as prescribed. People's care plans included information and guidance staff needed to manage risks associated with people's care. Staff were knowledgeable about infection prevention and control (IPC) practice, undertook regular COVID-19 testing and used personal protective equipment (PPE) in line with the national guidance.

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.

People’s care and support needs and preferences were discussed with people and their relatives before they were supported by the service. Staff used information gathered in the assessment process to develop personalised care plans and risk assessments that met people’s individual needs. Most staff were up-to-date with their training, which ensured they had the knowledge and skills to safely and effectively meet people’s needs.

People and relatives told us staff supported people well to ensure they had enough to eat and drink. One relative commented, “They cook and prepare food for [Relative] and give him choices and provide him with lots of drinks throughout the day.” Staff supported people to access health services when needed. One person said, “When I felt the district nurses needed to come and see me the surgery said they were unable to visit but when I told the carers the office sorted it out, so I got a visit.”

People and relatives told us staff were kind and caring and they were very happy with the support they received. One relative said, “They [the staff] go over and above caring for [Relative] and have developed a beautiful bond and relationship and have his best interests at heart.” Staff knew the people they supported well and developed good relationships through supporting the same people on a regular basis.

Staff involved people in making choices about their care and support, even with simple daily tasks. One person commented, “They are kind and considerate when they shower me, and they are always asking me if it is ok to do this or that.” Staff ensured people’s privacy and dignity was always maintained. Comments included, “[Relative] used to wear the same clothes for days but now he has clean clothes on every day and looks smart” and “Personal care is carried out showing dignity and respect towards [Relative] and they cover him with towels, he tells us, to provide some privacy.”

People and relatives told us staff involved them in the care planning and review process, ensuring people received support in line with their needs and choices. One relative said, “They are very respectful to [Relative’s] needs and understand how he likes things done. He is treated as an individual, the care is very personalised.” People’s individual communication needs were considered and met by the service. People and relatives spoke positively about the social support staff offered them. One person said, “They keep me company when they have finished the jobs for me and sit and watch TV, it’s lovely [to have] a bit of company, they are like family.”

People and relatives’ feedback about the staff and the quality of care they received was comprehensively positive. One person said, “The care staff are so reliable, they are all fantastic.” There was a positive, kind and caring culture amongst staff at the service. Staff were passionate about their roles supporting people and this was reflected in the positive feedback we received about staff. The provider had a range of effective quality assurance processes in place to assess, monitor and improve the quality and safety of service being provided.

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 29 November 2019 and this is the first inspection.

Why we inspected

This was a planned first inspection of this newly registered service.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.