Emerald Care Services (UK) Limited

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.