Care Promise Limited

Care Promise Limited is a domiciliary care agency providing personal care to adults with a range of support needs in their own homes. At the time of the inspection they were supporting 51 people.

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 protected by staff who continued to receive training to recognise and report on potential harm or abuse. Accident and incidents were recorded and monitored with any actions identified. People’s risks continued to be assessed and monitored and staff were aware of people’s individual risks.

People were supported by regular staff who continued to be safely recruited. People continued to receive their medicines safely. Staff received training on preventing infection, COVID-19 and in the use of personal protective equipment.

People continued to have their needs and preferences assessed and identified in line with guidance. Staff received training to support and meet people’s individual needs. People were supported to eat and drink and to maintain a balanced diet. Staff continued to work with health and social professionals and people had access to healthcare services.

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.

People were supported and treated well by staff. People were involved in their care and included in any decisions made. Staff respected and promoted people’s privacy, dignity and independence, and people confirmed how caring and compassionate staff were.

People continued to receive personalised care which met their needs and preferences. People’s communication needs were assessed and identified, and the provider was aware of the Accessible Information Standard (AIS). People were supported to develop and maintain relationships, and staff spent time speaking with people on topics which were of an interest to them. People and relatives knew how to complain even though they had no concerns.

Managers and staff continued to share a positive culture which was open and honest and promoted good outcomes for people. People were supported by staff and managers who understood their roles and responsibilities. People and staff were engaged and involved in the service. The provider completed regular audits to make improvements to people’s care.

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 24 April 2019).

Why we inspected

We undertook this inspection as part of a random selection of services rated Good and Outstanding to test the reliability of our new monitoring approach.

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’s experience of using this service:

People received care and support from regular staff who were kind and caring. People’s needs had been fully assessed before they received support from the service. Care plans held sufficient detail for staff to offer support that reflected people’s individual needs and preferences. Care plans were reviewed regularly and updated as required. Staff understood the needs of the people they supported and had developed positive relationships.

Safe recruitment practices were in place and people were supported by staff that had undertaken a thorough induction process and training relevant to their roles. Enough staff were employed to meet the needs of the people using the service. Staff were supported through regular supervision and team meetings.

Risks to people had been identified and staff had clear guidance available to them to support people and reduce the risk. People were protected from the risk of harm and abuse. Staff had received training and felt confident to raise any concerns they had.

Medicines were managed safely by trained and competent staff. Medication policies and best practice guidance was available to all staff. Medication administration records (MARs) were fully completed and audited regularly. Staff had undertaken infection control training and understood actions required to minimise the risk of infection being spread. They had access to personal protective equipment (PPE).

People’s independence was promoted and their right to privacy and dignity respected. People and their relatives spoke positively about the staff and management team. People told us their views were regularly sought regarding all areas of the service. People felt confident to raise any concerns they had.

The registered provider complied with the principles of the Mental Capacity Act (MCA) 2005. Staff understood and respected people’s right to make their own decisions where possible and encouraged people to make decisions about the care they received.

Rating at last inspection: At the last inspection the service was rated Good (Report published August 2016)

Why we inspected: This was a planned inspection based on the rating of the last inspection.

Follow up: We will continue to monitor all intelligence we receive about the service until we return to visit as per our inspection programme. If any concerning information is received we may inspect sooner.

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

Care Promise Limited provides personal care to people in their own homes. At the time of the inspection there were 57 people using the service.

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People were protected from abuse and the risk of abuse as staff knew what constituted abuse and who they should report it to if they thought someone had been abused.

Risks to people were assessed and minimised through the effective use of risk assessment and staff knowledge of people and their risks. There were sufficient numbers of suitably trained staff to keep people safe. They had been employed using safe recruitment procedures.

People's medicines were administered safely by trained staff who had been assessed as competent.

The Mental Capacity Act 2005 (MCA) is designed to protect people who cannot make decisions for themselves or lack the mental capacity to do so. The provider worked within the guidelines of the MCA ensured that people consented to their care, treatment and support or were supported to consent with their representatives if they lacked capacity.

People received care that was personalised and met their individual needs and preferences. The provider had a complaints procedure and people knew how to use it.

Staff were supported to fulfil their role effectively. There was a regular programme of training that was relevant to the needs of people, which was kept up to date.

People were supported to eat and drink sufficient amounts to maintain a healthy lifestyle dependent on their specific needs.

When people became unwell staff responded and sought the appropriate support. The provider worked with other health care agencies to meet people's needs.

People told us that staff were kind and caring. Staff felt supported and motivated to fulfil their role. They knew how to whistle blow and felt assured their concerns would be taken seriously.

The provider had systems in place to monitor the quality of the service. When improvements were required these were made in a timely manner.