Background to this inspection
Updated
29 June 2022
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 was completed 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
This inspection was announced. We gave a short period notice of the inspection because we were
completing a remote inspection and we also needed consent from people and relatives to allow us to contact them.
Inspection activity started on 26 May 2022 and ended on 15 June 2022.
What we did before the inspection
We reviewed information we had received about the service. We sought feedback from the local authority commissioning and safeguarding teams.
The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make.
During the inspection
We spoke with three people and four relatives by telephone. We spoke with the registered manager who is also the nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider. We received feedback from six staff including a supervisor and a training coordinator.
We reviewed a range of records. This included care records for four people and medicine records. We reviewed two staff files and information relating to training and induction. We reviewed a range of records relating to the management of the service, including quality audits, policies and procedures.
This performance review and assessment was carried out without a visit to the location’s office. We used technology to enable us to engage with people using the service and staff, and electronic file sharing to enable us to review documentation.
Updated
29 June 2022
About the service
Prism Care (North East) CIC is a domiciliary care service providing regulated activity e.g. personal care to people living in their own homes. At the time of our inspection ten people were being supported.
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 their relatives, felt safe with the staff. Staff had a good understanding of people’s needs and knew how to report any concerns. Risks were assessed but there were some gaps in records relating to how risks should be managed. We did not identify any impact on people. We have made a recommendation about this.
People, and their relatives, felt staff were respectful and treated with them dignity and kindness. Comments included how well the staff knew people and their needs. Staff were following current guidance in relation to PPE. Medicines were managed safely.
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. Assessments of people’s needs, and preferences were completed. The information was used to develop support plans and daily routines with the involvement of people and their relatives. We identified some gaps in information. This had not impacted on the support people received. We have made a recommendation about support planning.
Safe recruitment practices were followed. Staff attended training the provider deemed mandatory as well as training specific to the needs of the people they supported. Regular meetings were held with staff and management. Staff felt very well supported.
The registered manager promoted a culture of inclusion and openness which was supported by the staff team. People felt the service was well-managed. A range of audits were completed but they were not always effective in identifying gaps and omissions in care records. We have made a recommendation about quality assurance systems to make sure records are accurate and complete. The registered manager was responsive to our feedback and took immediate steps to improve record keeping.
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 26 March 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.
Recommendations
We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what action was necessary and proportionate to keep people safe as a result of this inspection. We made three recommendations. Please see the safe, responsive and well-led sections of the report.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.
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 video and phone calls to engage with people using the service as part of this performance review and assessment.