Complete Caring Limited

Updated 26 July 2019

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 Care Act 2014.

Inspection team

The inspection was carried out by one inspector.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own homes.

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

We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

What we did before inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We spoke with three people who used the service and three relatives about their experience of the care provided. We spoke with five members of staff including the registered manager, a care co ordinator and care workers. We reviewed a range of records. This included five people’s care records and medication records for three people. We looked at four staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures and audits were reviewed.

After the inspection

We continued to seek clarification from the registered manager to validate evidence found.

Updated 26 July 2019

About the service

Complete Caring Ltd is a domiciliary care agency providing personal care to people in their own homes. 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 inspection, the regulated service was supporting 18 people most, but not all of those people, were over 65.

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

Care workers understood how to keep people safe from abuse. Risks to people had been assessed and staff understood how to manage risks to keep people safe. People received their medicines as they were prescribed.

The service carried out a detailed assessment of people’s needs before they started using the service. Care workers were well trained and matched to people based on their skills, knowledge and personality. The service was focussed on making sure people were supported to have maximum choice and control of their lives. Staff supported them in the least restrictive way possible and in their best interests. We have made a recommendation about improving record keeping in this area.

People were supported by care workers who were kind and caring and who knew them well. People were asked if they were happy with their care and felt involved in their support plan. The service supported people to be as independent as possible.

Care workers knew people well and could identify when needs changed so the service could respond. People were supported to maintain their hobbies and interests and to be a part of their local community. The service had systems in place to ensure people were treated sensitively and with compassion at the end of their life.

The service was well led. Care workers and people we spoke to were all positive about the managers in the service. The registered manager understood the importance of monitoring the quality of care and was keen to drive improvement where possible. The service worked well with other professionals and organisations to improve outcomes for people.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

The last rating for this service was good (published 16 January 2017).

Why we inspected

This was a planned inspection based on the previous rating.