Unique Quality Care Ltd Office

Updated 15 February 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

This inspection was undertaken 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

This inspection was unannounced.

Inspection activity started on 23 January 2023 and ended on 06 February 2023. We had a video call with the registered manager on 24 January 2023 and a further video call to give feedback from the inspection on 06 February 2023.

What we did before inspection

We reviewed information we had received about the service since registration. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We received feedback from 2 people and relatives of 6 people who used the service about their experience of the care provided. We received feedback from 14 care workers and reviewed a range of records relating to the management of the service, including care plans and risk assessments, care worker training records, evidence of monitoring staff practice and overall governance. Three external professionals shared their views and experiences of the service.

Updated 15 February 2023

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.

About the service

Unique Quality Care Limited is a domiciliary care service providing personal care and support for people living in their own houses and flats. The service is registered to provide support for children, younger adults and older people who may live with physical or sensory impairments, mental health conditions, dementia or eating disorders. The care agency can also support people with a learning disability and 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. At the time of our inspection there were 35 people using the service.

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

Right Support:

People were supported to have maximum choice and control of their lives and care workers supported them in the least restrictive way possible and in their best interests; the systems in the service supported this practice.

To enable people to have as much control over their own lives as practicable care workers encouraged people to be as independent as possible. This support helped people to remain living in their own homes. Care workers understood the importance of listening to and respecting people's choice.

People were supported with their medicines when needed and the provider ensured checks were made on care worker competencies to deliver this support safely. Care workers had training on infection control practices and Personal Protective Equipment (PPE) such as disposable face masks, gloves and aprons were readily available and used.

People had care plans and risk assessments to identify risks they faced and how staff should manage these. Staff were knowledgeable about the content of these risk assessments and supported people safely.

Right Care:

People were supported with kindness and empathy. Care workers understood and responded to people's individual care and support needs and wishes. Care workers knew how to protect people from harm and were trained to recognise and report instances of poor care or harm.

The provider ensured there were enough appropriately skilled care workers to meet people's needs and help keep them safe. The provider assessed people’s needs and monitored the care to help ensure people received the care they needed at the right time.

Care workers respected and promoted people's privacy and dignity. The management and care team worked with external health and social care professionals to help maintain people's well-being wherever possible.

Right Culture:

The registered manager updated care workers on guidance and legislation updates. The registered manager was aware of, and supported people in line with the guidance Right support, right care, right culture.

Care workers received the training they needed to support people safely. This included training about supporting people with a learning disability or autism.

Incidents and accidents were documented, and action was taken when needed to reduce the risk of recurrence. Audits were undertaken to monitor the quality of the service.

People's quality of support was underpinned by the provider’s quality assurance system. Surveys were sent to people, or their relatives where appropriate, to ask for feedback on the service provided.

People were supported by care workers who understood best practice in relation to supporting people with a learning disability. The provider ensured people were supported by staff that had the right skills and training.

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 23 August 2021 and this is the first inspection.

Why we inspected

This inspection was based on the service being unrated since the new provider registered with the CQC.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.