Faithful Care (UK) Limited

Updated 25 March 2023

The inspection

We carried out this performance review and assessment under Section 46 of the Health and Social Care Act 2008 (the Act). We checked whether the provider was meeting the legal requirements of the regulations associated with the Act and looked at the quality of the service to provide a rating.

Unlike our standard approach to assessing performance, we did not physically visit the office of the location. This is a new approach we have introduced to reviewing and assessing performance of some care at home providers. Instead of visiting the office location we use technology such as electronic file sharing and video or phone calls to engage with people using the service and staff.

Inspection team

The inspection team consisted of one 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.

Registered Manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

At the time of our inspection there was not a registered manager in post.

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

What we did before the inspection

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 reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service.

We used all this information to plan our inspection.

During the inspection

This performance review and assessment was carried out without a visit to the location’s office. We used technology such as telephone calls to enable us to engage with people using the service and staff, and electronic file sharing to enable us to review documentation.

We spoke with one person who used the service, two relatives and four staff members including the registered manager.

We reviewed a range of records. This included three people’s care records and various staff records. We looked at and reviewed multiple documents submitted by the provider. These included policies and other information relevant to the running of the service.

Inspection activity started on 11 November and ended on 9 February 2023.

Updated 25 March 2023

About the service

Faithful Care (UK) Ltd is a is a domiciliary care agency that provides personal care and support to people living in their own homes and flats. At the time of our inspection, 6 people were receiving personal care and support.

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

The provider did not always follow robust recruitment processes. However, they had during the inspection made significant changes to ensure they obtained complete employment history of staff. New staff underwent an induction before they started providing care. People felt safe with the care provided. People were supported by staff who knew the types and signs of abuse and the action required to protect them from the risk of avoidable harm. Risk assessments were undertaken and support plans in place enabled staff to provide care safely to people.

People were cared for safely by enough members of staff who knew them well. Staff were trained and had their competency checked to enable them to administer people’s medicines safely.

People were provided with care in line with best practice guidelines in relation to prevention and control of infection including those associated with COVID-19.

Staff received support, training and supervisions which enabled them to undertake their roles. People received the support they required to meet their dietary needs and eat healthily. People were supported to access health services when required. People’s needs were met. People consented to care and treatment.

People and their relatives were involved in planning for their care. People’s care plans reflected their individual needs and were updated regularly which enabled staff to deliver appropriate care. People and their relatives knew how to make a complaint if they were unhappy with any aspect of their care. Concerns were resolved in a timely manner. People’s communication needs were met. Staff promoted people’s independence and supported them to make choices about their daily living.

People and their relatives were positive about the care and support provided. Comments included, “I am happy with the care” and “Staff are helpful and friendly.” People had developed meaningful and positive relationships with staff who provided their care. People were treated with respect and staff maintained people’s dignity, confidentiality and privacy. People consented to the care provided.

Checks and audits were carried out on the quality of care and shortcomings were addressed. People, staff and relatives were encouraged to share their views of the service and felt valued. The provider encouraged a culture of learning lessons when things went wrong. The registered manager and provider worked in partnership with other health professionals and agencies to ensure people received care suitable to their needs.

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.

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 23/02/2021. This is the first inspection of the service.

This was an ‘inspection using remote technology’. This means we did not visit the office location and instead used technology such as electronic file sharing to gather information, and phone calls to engage with people using the service as part of this performance review and assessment.