Instant Homecare

Updated 17 January 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 was carried out by 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 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 inspection

The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report. We sought feedback from the local authority and professionals who work with the service. We used all of 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 video calls to enable us to engage with people using the service and staff, and electronic file sharing to enable us to review documentation.

Inspection activity started on 15 December 2022 and ended on 04 January 2023.

People did not wish to speak to us about the care and support they received, however, provided consent for us to speak with their relatives. We spoke with one relative of a person who used the service. We spoke with three members of staff including the registered manager and care staff.

We reviewed a range of records. This included the care records for one person. We looked at two staff files in relation to recruitment, training and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.

Updated 17 January 2023

About the service

Instant homecare is a domiciliary care agency providing personal care to people living in their own homes. The service provides support to young adults and older people.

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. At the time of our inspection there was one person being supported with the regulated activity of personal care.

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

People were happy with the care and support they received. One relative told us, “The staff team are consistent, bubbly and always friendly."

Care records and risk assessments contained information which directed staff to deliver care which was tailored to the individual.

A process was in place which supported the recruitment of suitable staff. The registered manager shared their vision and values of the service with staff throughout the recruitment and induction process. Staff were supported to complete an induction which prepared them for their role.

Relatives found the staff to provide care in a dignified and caring manner. Staff understood the importance of privacy, dignity and respect and strove to demonstrate this in their work. One relative told us, “[Staff] always speak appropriately to [family member], checking they are happy with their care and encourage them to do what they are able to themselves.”

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.

Relatives and staff found the registered manager to be approachable and supportive at all times. One relative told us they felt listened to by the registered manager and confident that concerns would be listened to and addressed.

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 04 August 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.

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.