Background to this inspection
Updated
5 August 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
One inspector and an Expert by Experience undertook the inspection. 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.
Registered Manager
This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.
At the time of our inspection there was a registered manager in post.
Notice of inspection
This inspection was announced. 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 the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.
During the inspection
We spoke via telephone with 2 people using the service and 5 relatives, who had given us permission to contact them. We also spoke with 5 staff including the registered manager, the care manager and support workers. The registered manager is also the nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider.
We reviewed a range of records, including people’s care records, staff recruitment files, records relating to medicines, training and supervision, accident and incidents and safeguarding logs and policies and procedures. A variety of records relating to the management of the service, including audits and governance records were also reviewed.
Updated
5 August 2023
About the service
Just Ask Domestic Services Community Interest Company is a domiciliary care agency providing personal care to people living in their own homes. At the time of our inspection there were 33 people using the service. Not everyone who used the service received personal care. The Care Quality Commission (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 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.
Systems were in place to help safeguard people from abuse. Procedures were in place to guide staff should they have any concerns. Risks to people and staff were identified and well managed. There were safe systems of recruitment in place and sufficient staff deployed to meet people's needs. Staffing and visits were well organised. There were systems in place for the safe administration of medicines. Risks associated with COVID-19, and other infectious diseases, were identified and well managed.
People’s needs were assessed prior to them starting using the service. Assessments were thorough and reflected what was important to and for the person. Staff received the training and support they needed to undertake their roles. Staff and managers worked well with other professionals.
Staff and managers knew people really well. They spoke about people in respectful and caring ways. People spoke very highly of the staff and the care and support they received. One person said, “I did not expect them to all be so lovely. They are very caring.” People, and where required their relatives, where involved in all decisions about their care and support.
Care and support were designed around each person’s needs, wishes and preferences. Companionship visits were used to offer people activities and help with emotional well-being. These were arranged when staff had time due to other people cancelling visits. People told us they knew how to complain but said they didn’t have any complaints. One person described the service and staff as; “Professional, friendly, courteous, dependable, reliable and flexible each and every one.”
There was a range of oversight, quality monitoring and auditing. Managers had a clear vision and commitment to good quality care and support that valued people who used the service. Staff spoken with and records reviewed showed staff shared that commitment. People told us the service was well managed and that they would recommend the service. A family member said, “I would totally recommend them. From start to finish, top to bottom, it’s what care should be. Person-centred focus, the ambiance and atmosphere are impeccable. Wonderful value for money. Totally trustworthy, I do not need to be there. I have total confidence in them.”
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 20 December 2017).
Why we inspected
The inspection was prompted by the length of time since our last inspection. The overall rating for the service has remained good based on the findings of this inspection.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Just Ask Domestic Services Community Interest Company on our website at www.cqc.org.uk.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.