Fame 24hour Care Limited

Updated 16 September 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 was carried out by an inspector.

Service and service type

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

This service is required to have a registered manager. The service had a manager registered with the Care Quality Commission. They were also the provider. This meant they were legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

This inspection was announced. We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure that the provider or management would be in the office to support the inspection.

Inspection activity started on 8 July 2022 when we visited the office. Telephone calls were made offsite to people who used the service, relatives and staff. We had a face to face meeting via Teams with management on 5 August 2022 and ended on 8 August 2022 when we gave inspection feedback.

What we did before the inspection

We reviewed our systems and information we held about 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 took this into account when we inspected the service and made judgements in this report.

During the inspection

We spoke with three people who used the service and two relatives about their experience of Fame 24 Hour Care Limited. We spoke with the provider, a care coordinator and four staff. We received electronic feedback from seven members of staff, four relatives, one person who used the service and three professionals involved with the service.

We reviewed a range of records which included care plans, risk assessments, medication records for four people and three staff records. We also viewed some of the provider’s policies and procedures, training data, quality assurance records, management monitoring and oversight records.

Updated 16 September 2022

Fame 24 Hour Care Limited is a domiciliary care service providing care and support to people in their own homes. CQC only inspects where people receive a regulated activity of personal care. This is help with tasks related to personal hygiene and eating.

Where they do receive personal care, we also consider any wider social care provided. At the time of inspection there were 19 people who used the service of which 14 people received personal care.

We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. ‘Right support, right care, right culture’ is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and provides must have regard to it.

At the time of the inspection, Fame 24 Hour Care Limited provided support with social inclusion for some people with a learning disability and /or autistic people, but did not provide them with personal care. However, we assessed the care provision under right support, right care, right culture, as it registered as a specialist service for this population group.

The provider was not able to demonstrate how they were meeting the underpinning principles of Right support, right care, right culture. We signposted the provider to relevant information.

People’s experience of using this service and what we found

We have made a recommendation the provider fully assesses the care and support provision at Fame 24 Hour Care Limited to embed the principles of right support, right care, right culture.

Right Support: : Model of Care and setting that maximises people's choice, control and independence did not always support people to have maximum choice and control of their lives. There was mixed feedback when it came to social inclusion arrangements. Staff turnover affected consistency and changes to agreed support arrangements were not always communicated in a timely manner which impacted on people’s daily routines.

Staff supported people in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Right Care: : Care was person-centred and promoted people's dignity, privacy and human rights.

Right Culture: Improvements were needed to ensure the ethos, values, attitudes and behaviours of management and staff ensured people using services lead confident, inclusive and empowered lives.

Systems to monitor the quality and safety of the service were not wholly effective. The provider had not identified the inconsistencies we found during the inspection. Improvements were needed to the overall governance and oversight arrangements of Fame 24 Hour Care Limited. We have made a recommendation in this area.

Systems and processes to safeguard people from the risk of abuse were not robust. Not all safeguarding concerns had been escalated properly to CQC. Whilst action to protect people had been taken and risk mitigated the provider was not fully aware of their regulatory responsibilities regarding notifications.

There was mixed feedback regarding communication from the service and with raising a concern.

A high turnover of staff had impacted at times on the continuity of care. People shared that they did not always receive their care and support visits at the times they expected and from staff they knew. Where changes occurred, these were not always communicated in a timely manner.

The majority of feedback from people and their relatives about their experience with Fame 24 Hour Care Limited was positive and they were satisfied with their care arrangements and would recommend the service. Where personal care was provided people said this met their needs, they were treated with respect, consent was sought and they were complimentary about the approach of staff.

Risks to people had been assessed and were managed safely. People's care records were re-assessed regularly and guided staff on how to assist people safely and encourage their independence. Staff confirmed the care records they had access to were accurate. However, some people and relatives said the versions they could access were out of date.

People were supported by a staff team who were safely recruited. Staff received an induction and ongoing training, felt supported and valued in their role by the management team.

People received their medication as prescribed and staff adhered to infection prevention and control procedures in line with legislative requirements and recognised best practice guidelines.

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

Rating at last inspection

The service was registered with us on 8 January 2021 and this is the first inspection.

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.