24 May 2023
During a routine inspection
Swivel Healthcare is a domiciliary care agency providing personal care to people living in their own homes. At the time of the inspection 40 people were receiving support with personal care. 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.
People’s experience of using this service and what we found
Systems and processes were in place to monitor the quality of the care provided; however, these had not always resulted in areas of improvement being identified and acted upon in a timely manner. The provider had developed an action plan to address the issues and we could see progress was being made.
Risks to people’s healthcare needs were assessed, however these were not always identified and plans to mitigate the risk were not always detailed sufficiently to direct staff. The provider was in the process of addressing this at the time of the inspection.
People generally received their care from a team of staff identified to provide their care. Staff, in the main, arrived within the times agreed and staff said they had sufficient time to support people.
People were cared for safely. Staff knew how to keep people safe from abuse or harm. People received their medicines safely and there were effective practices to protect people from infection. Safe recruitment practices were in place.
Needs were assessed prior to people receiving support and their independence was promoted. People generally were confident staff knew how to support them; staff had undertaken training to enable them to fulfil their roles. Staff were supported in their roles.
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.
People were cared for by staff who were kind and caring, treating them as they would a family member. Care was provided in a dignified and respectful way and people’s confidentiality was maintained.
Care was person-centred. People made choices about the way they wanted their care provided and were encouraged to do things for themselves to remain as independent as possible. People knew who to speak with if they had any complaint or concern. Complaints were responded to effectively and in a timely way.
People and staff had confidence in the registered manager to manage the service well and were encouraged to give feedback. The registered manager understood the regulatory requirements of their role.
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 16 December 2021 and this is the first inspection.
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.