Background to this inspection
Updated
9 December 2021
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 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 homes.
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 someone would be in the office to support the inspection.
Inspection activity started on 3 November 2021 and ended on 11 November 2021. The inspector visited the office location on 3 November 2021 and telephoned people, their relatives and staff on the 10 and 11 November 2021.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. 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 judgments in this report. We used all of this information to plan our inspection.
During the inspection
We spoke with seven people who used the service and three relatives about their experience of the care provided. We spoke with six members of staff which included the provider, registered manager, area manager and care staff.
We reviewed a range of records. This included three people’s care records and medication records. We looked at two staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service were reviewed.
Updated
9 December 2021
About the service
Supreme Homecare Limited is a domiciliary care agency which provides assistance with personal care to people living in their own homes. At the time of this inspection 120 people were receiving support with personal care needs. 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
People received a service which was exceptionally caring. People and their relatives spoke very highly of the staff team and told us staff went above and beyond their role when supporting them. People told us they were treated with the upmost respect by staff who were kind and compassionate. They told us they were empowered to be in control of their lives and that staff respected their wishes and supported them to live their lives as they wanted. Staff took time to get to know the people they supported, and they ensured people’s protected characteristics were understood and respected. Staff at all levels spoke about people with genuine fondness and demonstrated their commitment to providing people with the highest standard of care possible.
People felt safe with the staff who supported them. People were supported by adequate numbers of staff who were safe to work with them. The provider’s systems protected people from the risk of abuse. People were protected from the risks associated with the control and spread of infection. There were systems in place for the safe management and administration of people’s prescribed medicines. People received their medicines when they needed them from staff who were trained and competent.
People were supported by staff who were trained and competent in their role. People were assessed before they used the service to ensure their needs and preferences could be met. Staff understood the importance of ensuring people's rights were respected and protected. 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's health care and nutritional needs were monitored and understood by staff. People received personalised care which met their needs and preferences. People were involved in planning and reviewing the care and support they received. People's communication needs were assessed and understood by staff. People knew how to raise any concerns they may have and were confident that action would be taken to investigate and respond to their concerns. People could be confident their wishes during their final days and following death were understood and would be respected by staff.
The service was well-led by a provider and registered manager who demonstrated a commitment to monitoring and improving the service people received. They worked collaboratively with other professionals to improve people’s lives. Professionals were overwhelmingly positive about the management, staff team and of the support people received. People’s views were valued and responded to as were the views of the staff team. People were supported by staff who felt very well-supported and valued. The provider and registered manager were aware of their legal responsibilities and promoted an open and honest approach which had been adopted by the staff team.
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 27 September 2019).
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Supreme Homecare Limited on our website at www.cqc.org.uk.