CM Community Care Services Limited

Updated 8 March 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 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 service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

At the time of our inspection there was a registered manager in post. They were unavailable on the day of our inspection, however we spoke with them after the inspection.

Notice of inspection

We gave the service 24 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.

Inspection activity started on 31 January 2023 and finished on 10 February 2023. We visited the location's office on 1 February 2023.

What we did before the inspection

We reviewed information we had received about the service since our last inspection, including notifications the provider had sent to us. We also gathered feedback from the local authority.

The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report. We used all of this information to plan our inspection.

During the inspection

We spoke with 9 people and 7 relatives. We also spoke with the nominated individual and 6 members of care staff. We also spoke with a health professional and reviewed feedback sent to us from other health professionals. We looked at the care records for 6 people. We checked the care people received matched the information in their records. We looked at records relating to the management of the service, including audits carried out within service. The nominated individual sent us information after our inspection for us to review.

The nominated individual is responsible for supervising the management of the service on behalf of the provider.

Updated 8 March 2023

About the service

CM Community Care Services Limited provides personal care to people, including older people living in their own homes. There were 65 people using the service at the time of our inspection.

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.

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

The service was exceptionally well led. The feedback we received, from people, relatives and professionals on the company and the staff team was overwhelmingly positive. This was supported by the motivation of the nominated individual and staff team to ensure they delivered a high-quality service for the people they supported. There was an emphasis on continual learning and the provider and staff used this to develop the service to go above and beyond for people. Putting the person at the centre of this the staff worked alongside them and their families to deliver initiatives that had been set up to enhance people’s quality of life.

There were strong links with the local authority, the wider community and external agencies who they worked in partnership with. People, relatives and staff felt involved with the running of the service and were actively engaged with the provider on continually improving. They were listened to and their feedback and ideas were used to ensure the service continued to develop.

The provider had gone above and beyond to ensure people’s wellbeing was considered offering numerous no chargeable activities which helped people’s isolation and confidence. The provider was proactive in managing people’s health needs and had created and were involved with initiatives that helped the reduction of hospitalisation. Training opportunities were offered to friends and families to help off extra support and those who had taken this had praised the importance of it.

There were robust systems in place to ensure the quality of the service was checked and monitored. When areas of improvement had been identified it was evident these were actioned. These systems were reviewed and evaluated to ensure that lessons were continually learnt and measures in place to mitigate the risk of these reoccurring. There was a clear understanding of responsibilities and this was demonstrated by the provider working in line with duty of candour. We received notification as required by staff who had clear lines of delegation and understanding of their role.

Individual risks to people were considered and safeguarding procedures were in place. Medicines were managed in a safe way. There were enough staff available for people. Infection control procedures were implemented. Lessons were learnt when things went wrong in the service.

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 (published 18 January 2019).

Why we inspected

The inspection was prompted in part due to concerns received about leadership and record keeping. A decision was made for us to inspect and examine those risks. We found no evidence during this inspection that people were at risk of harm from this concern.

Follow up

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