14 December 2022
During a routine inspection
About the service
Goldcrest Healthcare Service (Bristol) is a domiciliary care agency that provides personal care and support to people living in their own homes and flats. The service provides support to people with a range of physical, sensory or mental health needs.
At the time of our inspection, 33 people were using the service, but only two people were receiving the regulated activity of 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 were kept safe from avoidable harm because staff knew them well and understood how to protect them from abuse. Staff were trained and knew how to recognise and report abuse. Staff worked with other agencies to manage risks.
The service helped keep people safe because information about risks was known, monitored and well managed. Staff were given up to date guidance about how to work safely with different people and in different situations. Assessments which reflected people’s needs and choices were carried out and regularly reviewed. People were involved in assessments, care plan development and review.
There were enough staff, with the right training, qualities and skills to meet people's needs. People usually received support from a small group of staff. This meant they knew them well and people’s needs could be met more effectively. Staff received support in the form of continual supervision, appraisal and recognition of good practice.
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.
People were positive about staff and the service they received. People’s individual needs, preferences and routines were supported and respected. A staff compatibility policy helped the management team to provide people with support from staff they got on with or shared interests with. Staff encouraged people to achieve greater independence and identify meaningful goals.
Governance processes were effective and helped monitor performance, kept people safe and maintained standards. Actions were taken when shortfalls were identified to manage risks and make changes.
People and staff told us the service was well led and described the management team as supportive, approachable and caring. Staff felt respected and valued by managers and this fostered a positive, improvement driven culture. Feedback was regularly sought, and the management team were open and responsive.
The provider worked with a range of professionals to ensure people received effective support. They gave positive feedback about the service.
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 27 May 2021 and this was the first inspection.
Why we inspected
This service had not previously been inspected and we wanted to check that people were receiving safe care and support.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.