Background to this inspection
Updated
29 January 2021
The inspection
As part of a pilot into virtual inspections of domiciliary and extra-care housing services, the Care Quality Commission conducted an inspection of this provider on 16, 17, 18, 19 November 2020. The inspection was carried out with the consent of the provider and was part of a pilot to gather information to inform CQC whether it might be possible to conduct inspections in a different way in the future. We completed this inspection using virtual methods and online tools such as electronic file sharing, video calls and phone calls to gather the information we rely on to form a judgement on the care and support provided. At no time did we visit the provider’s or location’s office as we usually would when conducting an inspection.
Inspection team
The inspection was carried out by an inspector, a medicines 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.
The service had a manager registered with the Care Quality Commission. 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.
Notice of inspection
The provider was aware we would be inspecting between October and the end of November as they had agreed to participate in the pilot. Inspection activity started on the 16 November 2020 and ended on the 19 November 2020.
What we did before the inspection
Before our inspection we reviewed the information we held about the service which included statutory notifications we had received in the last 12 months and the Provider Information Return (PIR). The PIR is a form we ask the provider to complete which gives us some key information about the service, including what the service does well, what they could do better and improvements they plan to make.
During the inspection
We spoke with three people who used the service and 29 relatives. We spoke with the registered manager, CEO, six care workers and two external professionals.
We reviewed a range of records including nine care plans and risk assessments, as well as five staff files in relation to recruitment. We also looked at a variety of records relating to the management of the service, including policies and procedures, quality audits and spot checks.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We looked at medicine records and updated policies.
Updated
29 January 2021
This report was created as part of a pilot which looked at new and innovative ways of fulfilling CQC's regulatory obligations and responding to risk in light of the COVID-19 pandemic. This was conducted with the consent of the provider. Unless the report says otherwise, we obtained the information in it without visiting the Provider.
About the service
Turkish Cypriot Community Association is a domiciliary care agency providing care to people in their own homes. At the time of inspection, they were providing personal care to 70 people.
People's experience of using this service and what we found
The service was extremely proactive in supporting people they cared for and also within the wider community. They were creative and worked extensively with other organisations to benefit people and their staff. The service was particularly proactive during the COVID-19 pandemic to ensure that people they cared for were supported and safe. The service had won various awards for their work during this time and they demonstrated exceptional leadership and initiative.
The service was also very driven in supporting their staff and had developed resources to them with their health and wellbeing. Staff spoke very highly about working for the service and staff turnover was extremely low.
People told us staff were exceptionally caring and respectful. Staff had a good understanding of how to support people in a way that promoted their privacy, dignity and independence. The service worked to meet people's needs in relation to equality and diversity and people told us they had regular carers who knew them well.
People told us they were involved in making decisions about their care and that they 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 provider had systems in place to protect people from abuse and people told us they felt safe. Risk assessments were in place to help minimise risks people faced. Infection control measures were in operation. There were enough staff employed to support people and checks were carried out on staff to verify they were suitable to work in the care sector. Steps were taken to learn lessons if things went wrong.
Systems were in place for monitoring and reviewing the quality of care and support provided.
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 25 July 2018).
Why we inspected
This was a planned pilot virtual inspection. The report was created as part of a pilot which looked at new and innovative ways of fulfilling CQC's regulatory obligations and responding to risk in light of the COVID-19 pandemic. This was conducted with the consent of the provider. Unless the report says otherwise, we obtained the information in it without visiting the Provider. The pilot inspection considered the key questions of safe and well-led and provide a rating for those key questions. Only parts of the effective, caring and responsive key questions were considered, and therefore the ratings for these key questions are those awarded at the last inspection.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our reinspection programme. If we receive any concerning information we may inspect sooner.