Yes Care Services - Liverpool

Updated 30 March 2023

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 Health and Social Care Act 2008.

Inspection team

The inspection was carried out by 2 inspectors and 2 Expert by Experiences who made phone calls to people in their homes. An Expert by Experience is a person who has personal experience of using this type of 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

We gave the service 24 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be available to support the inspection, and consent was obtained for us to make phone calls to people during and following our inspection.

Inspection activity started on 9 February 2023 and ended on 20 February 2023. We made phone calls to people in their homes on 10 February 2023 and visited the office location on 9 February 2023.

What we did before inspection

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. We reviewed information we had received about the service since it registered with us. We used all this information to plan our inspection.

During the inspection

We spoke with 17 people about their experience of care by telephone. We also spoke with the registered manager and gathered information from 5 members of staff.

We looked at 7 people’s care records and a selection of other records including quality monitoring records, recruitment and training records for 5 staff members. We have also spoke with the nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider.

We sought clarification from the provider to validate evidence found. We looked at training data and quality assurance records.

Updated 30 March 2023

About the service

Yes Care Services - Liverpool is a domiciliary care agency providing care to people living in their own homes. At the time of our inspection the service was supporting 164 people with personal care. Some of the people supported had a learning disability or autism.

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

We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. ‘Right support, right care, right culture’ is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it.

Right Support:

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 supported to eat, and drink where needed, and staff were trained, supervised and appraised in line with the policy of the organisation.

Right Care:

Care was person centred however we have made a recommendation to the provider as the information within some care plans needed to be more detailed around choices, preferences and to fully mitigate risks. Although we identified some improvements care plans did focus on privacy and dignity, people’s equality and diverse needs were consistently promoted.

Right Culture:

The ethos, values, attitudes and behaviours of leaders and care staff ensure people using services lead confident, inclusive and empowered lives. People were supported to maintain good health, were supported with their medicines and had accessed healthcare services when needed. Where assessed, staff prepared food and drink to meet people's dietary needs and requirements.

People told us they felt safe receiving care from Yes Care Services - Liverpool. Comments included, “The staff are outstanding” and “I cannot praise them enough.”. People confirmed they received their medications and calls on time. Staff knew how to report safeguarding concerns and staff were recruited safely.

Staff treated people with kindness, compassion and dignity. People confirmed they were involved in choices and decisions regarding their care and support. We received some feedback regarding a person being embarrassed due to staff being young, and said they preferred older care staff which were sometimes not available.

There were audits and quality checks in place, complete with action plans. The registered manager understood their role and responsibilities and had reported all notifiable incidents to CQC.

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 10 November 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.