Background to this inspection
Updated
15 April 2020
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 conducted by two inspectors and two Experts 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.
Notice of inspection
We gave the service 48 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 9 March 2020. We visited the office location on 9 March 2020.
What we did before the 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. 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. This information helps support our inspections. We used all of this information to plan our inspection.
During the inspection
We spoke with the registered manager and office manager. We reviewed a range of records. This included 14 people’s care records and medicines records. We looked at 11 staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We looked at training data and quality assurance records. We spoke with nine people using the service, 16 relatives and six care staff.
Updated
15 April 2020
About the service
Graceful Care is a domiciliary care agency providing personal care and support to people living in their own homes. The agency offered care to younger and older adults. At the time of our inspection 236 people were using the service.
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
People were supported to take their prescribed medicines safely. We have made a recommendation about training for staff on medicines support.
The provider had systems in place to safeguard people from the risk of abuse and staff knew how to respond to possible safeguarding concerns. The provider followed safe recruitment procedures were to make sure new staff were suitable to care for people. Staff followed appropriate
infection prevention and control practices.
Staff were supported to provide effective care through induction, training, supervision and observations. The provider assessed people's needs to ensure these could be met. People were supported to maintain health and access healthcare services appropriately. People were also 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 knew people’s preferences for their care and provided support in a respectful manner. Staff respected people’s dignity and provided day to day choices for people.
Care plans included information about people’s communication needs, and staff were aware of these. There was a complaints procedure in place and the provider responded to complaints appropriately.
The provider had systems in place to monitor, manage and improve service delivery and to improve the care and support provided to people. People, relatives and staff reported the registered manager was available and responsive.
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 August 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.