Josben Care Southampton

Updated 8 June 2023

The inspection

We carried out this performance review and assessment under Section 46 of the Health and Social Care Act 2008 (the Act). We checked whether the provider was meeting the legal requirements of the regulations associated with the Act and looked at the quality of the service to provide a rating.

Unlike our standard approach to assessing performance, we did not physically visit the office of the location. This is a new approach we have introduced to reviewing and assessing performance of some care at home providers. Instead of visiting the office location we use technology such as electronic file sharing and video or phone calls to engage with people using the service and staff.

Inspection team

The inspection was completed by 1 inspector and an Expert by Experience. 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 we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 19 April 2023 and ended on 26 April 2023.

What we did before the inspection

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 sought feedback from the local authority.

We used all this information to plan our inspection.

During the inspection

This performance review and assessment was carried out without a visit to the location’s office. We used technology such as video calls to enable us to engage with the provider. Telephone calls to people using the service and their relatives. Emails to staff and electronic file sharing to enable us to review documentation.

Updated 8 June 2023

About the service

Josben Care Southampton is a domiciliary care agency which provides support and personal care to people living in their own home. The service provides support to older adults who may be living with dementia. At the time of our inspection there were 9 people using the service.

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

The provider’s systems and processes to monitor and improve the safety and quality of the service were not effective. The provider had not always maintained an accurate, complete and contemporaneous record in respect of each service user.

People were not supported to have maximum choice and control of their lives and staff did not support them in the least restrictive way possible and in their best interests; the policies and systems in the service did not support this practice.

People's care needs were assessed before their care started. Staff completed induction and training designed to give them the knowledge and skills needed to meet people's care needs. Staff understood and promoted people's independence.

People's individual communication needs were assessed and taken into consideration. Staff felt supported by the management team.

People said they felt safe when being supported by staff. People were protected from avoidable harm because staff knew how to identify and report any concerns relating to the risk of abuse.

Staff knew people well and were able to promptly identify when people's needs changed, and they sought professional advice appropriately.

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 14 January 2022 and this is the first inspection.

Why we inspected

This inspection was prompted by a review of the information we held about this service.

Enforcement and Recommendations

We have identified breaches in relation to need for consent and good governance at this inspection. We recommend that the provider refers to best practice and up to date guidance in relation to staff recruitment.

Please see the action we have told the provider to take at the end of this report.

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.

This was an ‘inspection using remote technology’. This means we did not visit the office location and instead used technology such as electronic file sharing to gather information, and video and phone calls to engage with people using the service as part of this performance review and assessment.