ICare (GB) Limited

Updated 13 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

The inspection team consisted of 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 houses and flats.

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 people are often out and we wanted to be sure there would be people at the office to speak with us.

Inspection activity started on 22 June 2022 and ended on 1 July 2022. We visited the location’s office on 22 June 2022.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We used the information the provider sent is 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 reviewed care plans, risk assessments, audits and staff recruitment files. We spoke with seven staff including the registered manager. We spoke with the relatives of six people using the service. We sought feedback from the local authority.

Updated 13 August 2022

About the service

ICare (GB) limited is a domiciliary care agency providing personal care to people in their own homes. At the time of our inspection there were 37 people in receipt of personal care. 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

Staff and relatives of people using the service spoke positively about the service. Relatives told us that staff supported their relatives well and kept them informed of any changes or concerns. People were supported with their medication when required. Risk assessments were completed prior to packages of care commencing.

The service had a training room to support staff learning and development. There were some gaps in the training for staff; however these were addressed following the inspection. Staff escalated concerns appropriately and contacted health care professionals for people when necessary. 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.

Staff knew people well. People were involved in reviews of their care plans, when required. Staff gave examples of how they treated people with dignity and respect. Staff understood the importance of supporting people with their independence and did this where possible. For example, staff supported people to walk around their gardens or complete parts of personal care themselves.

Care notes showed staff supported people in line with their needs and preferences. Staff were aware of people who may feel isolated and tried to support them with meaningful engagement throughout the call care visit. The service were not supporting anyone with end of life care however staff were open to developing their skills in this area.

The registered manager promoted a positive culture at the service. Staff and relatives felt able to contact the registered manager with any concerns or queries. Staff told us there was good communication with people in the office and they were kept up to date with any changes.

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

Rating at last inspection

The last rating for the service at the previous premises was good, published on 17 January 2020.

Why we inspected

This inspection was prompted by a review of the information we held about this service.

Follow up

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