We carried out a review of the data available to us about Shepshed Carers Limited on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Shepshed Carers Limited, you can give feedback on this service.
Shepshed Carers Limited provides personal care and support to people living in their own homes. The service has an office in the centre of Shepshed with ground level access. At the time of our inspection 89 people were using the service.
People’s experience of using this service and what we found
People and relatives said the service provided high-quality care and they would recommend it to others. The care was personalised, and people were consulted on how they wanted their care needs met. A person said, “They [the staff] support me to keep as independent as possible. They are very good and caring people.”
Staff understood where people were at risk and put measures in place to prevent them coming to harm. A person said, “They are very respectful to both me and my property. I feel safe and comfortable with them.”
The service was well-staffed, and staff were responsive to people’s needs. Staff were well-trained and knowledgeable about the people they supported, taking an interest in their life histories, previous occupations, and hobbies. People said staff brightened their day. A person said, “They lift my spirits. I can be low sometimes, so I look forward to them coming. We have a laugh together.”
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 supported people with their communication needs and took their time providing care. A person said, “I have some conversation problems, but the staff give me time and always make sure I am ready and in charge of what is happening.” A relative said, “The staff are really good at telling [person] what they are doing and never rush them.”
The registered manager made improvements to the service where necessary and carried out regular audits to ensure people continued to receive a high standard of care. They listened to people, relatives and staff and acted on their comments and suggestions.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was Good (based on an inspection on 14 March 2017).
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.
People continued to receive safe care. Staff knew their responsibilities to support people to remain safe including how to protect people from abuse. The provider had assessed risks relating to people’s care to help them to remain safe. The registered manager was recruiting more staff as there were vacancies. People continued to receive the care and support they required whilst this occurred. People received their medicines safely.
People continued to receive effective support. Staff received guidance and training to make sure they knew their responsibilities when supporting people. People were supported to maintain their health including monitoring what people ate and drank where there was a risk that they were not having enough.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service provided guidance in this practice. The registered manager told us they would take action to make sure that where there were concerns about people’s ability to make decisions, the required assessments would be completed.
People received care that was kind, respectful and consistently focused on things that mattered to them. People mainly had consistent care staff and calls were mostly on time. Most people had detailed care plans that were focused on them as individuals so staff had the guidance they required. The provider was rewriting other people’s care plans to make sure they contained detailed information about people’s preferences and routines that mattered to them. People and their relatives knew how to make a complaint and the provider took action when one was received.
The service continued to be well-led. The service had an open culture that welcomed feedback from people, their relatives and staff. Staff received good support and they knew the expectations required of them. The registered manager was aware of their responsibilities. They had arranged, and had further plans, for quality checks of the service to take place to make sure that it was of a high standard.
Further information is in the detailed findings below.
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008 and to pilot a new inspection process being introduced by CQC which looks at the overall quality of the service.
The inspection was announced in line with our new inspection process.
Shepshed Carers Limited provides care and support to people living in their own homes. At the time of our inspection there were 280 people using the service.
At the time of our inspection a registered manager was in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service and has the legal responsibility for meeting the requirements of the law; as does the provider.
People we spoke with told us they were satisfied with the care and support provided. They had developed good relationships with their care workers and told us they were treated with kindness and respect and felt safe using the service.
Staff had a good understanding of the needs of people they cared for and were positive about their role and the organisation. Staff recruitment procedures were robust and ensured that appropriate checks were carried out before commencing work. Staff received a thorough induction and on-going training to ensure they had up to date knowledge and skills to provide the right support for people. They also received regular supervision and appraisals in line with the provider’s policy. There were sufficient numbers of staff available to ensure people’s needs were being met.
People’s needs were assessed and plans were in place to meet those needs. People’s wishes and preferences were taken into account and recorded in support plans although there was some inconsistency with the level of detail recorded. Risks to people’s health and well being were identified and plans were in place to manage those risks. People were supported to access healthcare professionals whenever they needed to.
There was a satisfactory complaints procedure in place and we saw that appropriate action had been taken in response to complaints. People who used the service knew how to contact the office should they require assistance and were comfortable to do so.
There were systems in place to assess and monitor the quality of the service. This included gathering the views and opinions of people who used the service and monitoring the quality of service provided.
People told us that they had been involved in deciding what care and support they needed and we found that appropriate assessments had taken place.
Care plans and risk assessments had been completed. These showed support workers the actions to be taken to meet each person's individual needs and the actions to take, to minimise any possible risks to those in their care.
People told us that they felt safe with the support workers who supported them. They told us that they were treated with respect and they were satisfied with the care and support they received. One person told us: 'They are all excellent and they treat me with respect every time they come.' Another explained: 'They are marvellous, I would recommend them to anyone who needed care.'
A number of monitoring systems were in place including six monthly and yearly reviews. These were carried out with everyone using the service and enabled the management team to monitor and review the quality of service that people received.
Records checked showed that appropriate processes were being followed to ensure that peoples' needs were both identified and met, from the start of their care package commencing.
People spoken with confirmed that someone from the service had visited them at the start of their care package commencing and they were most satisfied with the care and support that they received. One person told us: 'They came to see me and discussed what help I needed, the carer's are lovely.' Another explained: 'I am 101% happy with them; they are a lovely bunch of girls.'
People told us that they were very satisfied with the care and support they received. One person explained,'They work well with each other, they are very kind.' Another told us, 'They always check if there's anything else to be done before they leave, they are wonderful.'
We were told that people felt safe with the care workers who supported them. One person told us, 'They come and sit with him so that I can get out, I don't worry, the same person comes and he is safe with them.' Another explained, 'It's nice to know that they will be here to help me.'
People told us that they were treated with respect and their care and support was provided in a dignified manner. One person explained, 'They are excellent, couldn't wish for better, they treat me very well.'
Support workers spoken with told us how much they enjoyed working for the service. One support worker told us, 'I really enjoy it; Shepshed Carers try and keep to regular calls so that we can get to know them.' Another explained, 'I love my job, it's really rewarding, you feel like your giving something back.'
We were told that people felt safe with the care workers who supported them. One person told us, 'My husband is very safe in their care, they can't do enough for him, whilst another person explained, 'I can honestly say, they don't take risks with him, they keep him safe'.
People told us that they were treated with respect and their care and support was provided in a dignified manner. One person explained, 'they know what they are doing and they cover him up and make him decent', whilst another person told us, 'They're a good lot, they treat me very well and they are always polite and friendly'.