Emerald Care Services (UK) Limited

Updated 28 October 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.

As part of this inspection we looked at the infection control and prevention measures in place. This was conducted so we can understand the preparedness of the service in preventing or managing an infection outbreak, and to identify good practice we can share with other services.

Inspection team

The inspection was carried out by one inspector and one Expert by Experience who phoned people and their relatives.

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 announced. 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 registered manager would be in the office to support the inspection. Inspection activity started on 1 September 2023 and ended on 7 September 2023.

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. 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 spoke with 9 people, 3 relatives, 5 staff, a field supervisor and the registered manager. We reviewed 8 people’s care records and 6 staff files which included their recruitment information, training details and supervision records. We checked medicines administration records and observed the real-time monitoring and coordination of care calls using the provider’s software. We also checked the service’s quality assurance process and a number of policies.

Updated 28 October 2023

About the service

Emerald Care Services (UK) Limited is a domiciliary care agency providing personal care to people in their own homes. 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 this inspection the service was supporting 104 people. 90 people received the regulated activity personal care.

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

People were protected against the risk of foreseeable harm because their needs were assessed, and measures were in place to mitigate them. Staff received training to safeguard people from abuse. People received their medicines safely and there were enough staff available to provide care and support as planned. Staff followed good hygiene practices to protect people from the risk and spread of infection.

People’s needs were assessed and reviewed. Staff received training to meet people’s needs and they were supervised by managers. 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. Staff worked collaboratively with healthcare professionals to meet people’s health needs.

People told us that staff were caring and treated them and their homes with respect. People’s cultural and spiritual needs were identified during assessment and supported by staff. People made decisions about how they received their care and support. Staff protected people’s dignity when providing personal care.

People’s care was planned around their assessed needs and personal preferences. Where it was stated in their care plans staff supported people’s social needs and provided assistance with shopping. People’s communication needs were supported and the provider managed complaints in line with their procedure.

The registered manager and office based staff carried out a range of audits to confirm the quality of the care people received. The registered manager, office staff and care staff understood their own and each other’s roles. The registered manager gathered feedback from people, their relatives and staff and used this to drive improvements. The provider worked with others to ensure people’s needs were met.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection and update

The last rating for this service was good (published 9 October 2018).

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.