J&C Healthcare Ltd

Updated 25 July 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

The inspection was carried out by 1 inspector,1 assistant inspector and 2 Expert by Experiences. 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 48 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.

What we did before the inspection

We reviewed information we had received about 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

During the inspection we spoke with 14 members of staff which included the registered manager. We spoke with 15 people and 15 relatives of people who were receiving personal care and support. We contacted 5 health and social care professionals for their feedback. We reviewed 8 people’s care records and risk assessments. We looked at medicine administration records, 3 staff files in relation to recruitment, training, and staff supervision. We also reviewed other records relating to the management of the service, including audits.

Updated 25 July 2023

About the service

J&C Healthcare - Main office (hereafter called J& C) is a domiciliary care agency which provides support and personal care to people living in their own home. 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. At the time of our inspection 126 people were receiving a regulated activity from the service.

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

People were placed at the heart of the service and received care personalised to meet their needs. People described numerous occasions staff went above and beyond to support people to live fulfilled lives.

People were extremely complimentary about the caring, compassionate and kind nature of staff. People told us they felt safe and looked forward to the staff visiting them.

People said staff understood their likes, dislikes and preferences and went out of their way to treat them with dignity and respect whilst supporting them to maintain or improve their independence. Staff had developed friendly relationships with people and knew them well.

The management and staff team went above and beyond to learn about people’s life experiences to ensure they delivered care that was extremely person centred.

People were placed at the centre of their care and their risks were assessed and reviewed regularly to ensure care remained reflective of their needs. There were sufficient numbers of trained staff to support people. Staff had the appropriate recruitment checks to ensure they were suitable for their role.

People and their relatives were involved in all decisions about how they wanted their care and support needs met. People spoke positively about the professional relationships they had with staff.

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 encouraged to give their feedback and views about the quality of the service they received. Communication systems used to share information about people's care and support needs was extremely effective and responsive.

Staff had an excellent understanding of what was important to people and delivered care in a way they wished to receive care. Care records were personalised and regularly reviewed. When people’s needs changed, this was identified quickly and appropriate action taken promptly to ensure people’s well-being was promoted,

People said the service was exceptionally well run. The leadership within the service was strong and an open and positive culture was promoted. The provider was passionate about providing person centred care. Staff said they felt valued and were listened to by the provider. Staff were confident in their roles and were aware of their responsibilities and said they had access to support and training they needed.

Effective quality audit checks were in place and completed regularly to monitor the quality of the service provided. People and their relatives felt any concerns or complaints would be handled appropriately. People were happy to recommend the service to family and friends based on their own experiences

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 23 December 2021, and this is the first inspection.

Why we inspected

This was the services’ first inspection.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.