Background to this inspection
Updated
5 February 2020
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 Care Act 2014.
Inspection team
The inspection team consisted of two inspectors 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.
The service had a manager registered with the Care Quality Commission. 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.
Notice of inspection
We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 21 November 2019 and ended on 21 November 2019. We visited the office location on 21 November 2019.
What we did before the inspection
Prior to our inspection we checked all the information we held about the service. This included any notifications the service is required to send to us by law, any allegations of abuse or feedback about the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections.
During the inspection
To understand people’s experiences, we spoke with ten people, including those who used the service and their relatives and six members of staff, including the registered manager. We looked at several records. These included two care files, medication administration records, two staff files, training records and associated documentation relating to the operation and management of the service.
We used all this information to plan our inspection.
Updated
5 February 2020
About the service
PCS (Personal Care Services) Limited is a domiciliary care agency that provides care and support to people in their own homes. At the time of the inspection there were approximately 125 people who used the service. The agency provided personal care to people with a range of care needs, which included older people, people living with dementia, people with physical disabilities and people at the end of life.
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 practices adopted by PCS and the opportunities made available to those who used the service clearly had a positive and encouraging impact on their physical, social and emotional well-being. This was confirmed by everyone we spoke with and was evidenced through our observations and reviewing of records.
People were safe using the services of PCS. The practices adopted protected people from harm. The staff team was consistent and the support provided to people promoted continuity of care. Robust recruitment practices were in place. Potential risks were handled well and medicines were managed safely. People were clearly relaxed in the company of staff and relatives confirmed they felt people were safe whilst support from the staff of PCS was being delivered.
An extensive range of training had been provided for the staff team, which helped to ensure people received the care and support they needed. Community health and social care professionals had been involved in the care and support of those who used the service and where appropriate people's dietary needs were fully met.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.
People received good care and support. Their preferences and wishes were respected by the staff team. People were treated with dignity and respect and were involved in the decision-making process. Care files were well written and provided staff with guidance about people’s needs. Clear guidance was also available about how to communicate with people effectively and independence was consistently promoted.
The management and staff team were open and transparent during the inspection process. There was evidence of community engagement taking place. A wide range of regular audits and monitoring was evident. We received positive feedback about the manager and the staff team.
One person told us, “They [staff] are brilliant. They are smashing. There are no problems whatsoever.”
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 this service was Good (published 20 May 2017).
Why we inspected
This was a planned inspection based on the previous rating.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for PCS (Personal Care Services) Ltd on our website at www.cqc.org.uk.
Follow up: The service will be re-inspected as per our inspection programme. We will continue to monitor any information we receive about the service. The inspection may be brought forward if any risks are identified.