XL Care Services Limited

Updated 25 February 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

One inspector visited the service and an Expert by Experience made telephone calls to people, their relatives or friends off site, to gain their views about the care provided. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

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

We gave the service 24 hours’ notice of the inspection. This was because the service is small and people are often out and we wanted to be sure there would be people at home to speak with us.

Inspection activity started on 24 January 2023 and ended on 10 February 2023. We visited the location’s office on 24 January 2023.

What we did before the inspection

We reviewed information we had received about the service since registration. We sought feedback from the local authority, Healthwatch and a local advocacy organisation. The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England. We used all this information to plan our inspection.

During the inspection

We spoke with 3 people who used the service and 4 relatives and or friends about their experience of the care provided. We spoke with 3 staff, this included the registered manager, who is also the nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider.

We reviewed a range of records. This included 3 people's care records. We looked at 2 staff records in relation to recruitment. A variety of records relating to the management of the service, including audits and policies and procedures, were reviewed.

Following our visits to the office, we continued to seek clarification from the provider to validate evidence found. We looked additional information offsite the provider sent us including; training data, rotas and quality assurance records. The provider also gave us access to their electronic record keeping system so we were able to review care records, risk assessments and other documents and records.

Updated 25 February 2023

About the service

XL Care Services Limited is a domiciliary care service, supporting adults in the community who require assistance with 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 6 people using the service.

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

The service was well managed. The registered manager was responsive to feedback about the service and took immediate action to address reporting concerns we raised. Governance systems were in place to ensure all aspects of the service were reviewed and checked regularly. The registered manager responded well to how feedback and lessons learnt could be used more routinely to improve the service.

People told us they had an initial assessment; however, this had not always been recorded formally. Information gathered was used to develop risk assessments and care plans. People described ways they had been involved in the development of care plans.

People, their relatives and friends told us the care they received was safe. There were enough staff available to meet people’s needs. People told us staff always attended their scheduled visits and would let them know if they were going to be delayed. The provider ensured safe recruitment of staff. People were supported to take their medicines safely and this was consistently well recorded. People told us staff took appropriate infection protection control measures. We have made a recommendation that staff training about safeguarding is reviewed and practice updated accordingly.

New staff received an induction programme and all staff had completed a range of training which gave them the skills and knowledge to care for people in their own homes. Staff were supported with training and supervision to ensure safe care. Staff felt well supported by the registered manager.

People consistently told us staff obtained their consent and views about the service they received. One person told us, “I’m never rushed and I can make my own decisions about what I want doing and how.” Staff demonstrated they knew people well and understood the way people wanted to be cared for.

People told us staff were kind, caring and consistently gave them choices. People's privacy, dignity and independence were promoted. Staff understood how to provide personalised care and ensure people’s nutritional needs wet met.

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.

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

This service was registered with us on 23 September 2021 and this is the first inspection.

Why we inspected

This was a planned inspection based on the date of registration and the date 'regulated activity' started.

Recommendations

We have made a recommendation the provider review staff training about safeguarding and update practice accordingly.

Follow up

We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will continue to monitor information we receive about the service, which will help inform when we next inspect.