Carroll's

Updated 12 March 2022

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.

As part of this inspection we looked at the infection control and prevention measures in place. This was conducted so we can understand the preparedness of the service in preventing or managing an infection outbreak, and to identify good practice we can share with other services.

Inspection team

The inspection was completed by one inspector.

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 registered provider was also the manager of the service. This means that they 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.

Inspection activity started on 3 December 2021 and ended on 14 December 2021. We visited the office location on 3 December 2021.

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. 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. We used all of this information to plan our inspection.

During the inspection

We spoke with the registered provider, office manager, care manager and assistant care manager. We contacted 11 people who used the service and received feedback from six people. We also received feedback from four relatives.

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 one professional who worked with the service. We received feedback from six members of staff.

Updated 12 March 2022

About the service

Carroll’s Care is a domiciliary care service for older people with physical disabilities, sensory impairments, people living with dementia or frailty. The service provides personal care to people living 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 13 people were receiving personal care support from the service.

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

The service continued to have an exceptionally positive impact on people's lives. People and relatives consistently shared very positive feedback about staff being extremely kind, "going the extra mile" and respecting people's wishes. We also found several examples of people's independence being valued and promoted though the delivery of a flexible and person-centred service. People’s comments included, “The care is excellent and all I need. I can't say enough about the girls - they are all lovely”; “The staff are very considerate and understand when I am unwell and go with that. It is a wonderful service” and “This is a personal family service, which we find just great”.

Relatives were equally positive about the care and support provided to their loved ones. One said, “My relative gets very good support. They adapt and work with (the person) to ensure they have what they need and want. It’s an excellent service for us” and “I have found all aspects of the service Carroll’s provides as exceptional; the team always go the extra mile when it comes to care. They have taken time to understand (the person) so they can be as supportive and empathetic as possible”.

The service was safe. Risks to people’s health and wellbeing were assessed, recorded in their care plans and updated when needs changed. People told us, “Yes. I certainly do feel safe. Definitely. You couldn't find better girls than we have”; “They (staff) are all lovely. I knew them all now and they know me” and “Yes, I am safe because the girls are well trained. It’s a very good service”.

There were enough staff to meet people’s needs. People and relatives told us the service was very reliable. They confirmed that staff arrived on time, stayed for the correct length of time and no visits had been missed. Safe recruitment processes were in place.

People and their relatives were very positive about the provider's infection prevention and control processes. They told us staff always wore appropriate personal protective equipment in their homes.

People's needs were assessed before the service began to provide care and support. This ensured the service was able to meet people's needs and that there was clear guidance for staff to follow in relation to people's care.

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 and relatives were confident staff had the skills and knowledge to provide appropriate care. Comments included, “They are well organised, and we are pleased with our choice of service” and “I would say the staff are confident and competent”.

People’s dietary requirements and preferences were included in their care plans. Staff supported some people individually with menu planning, shopping and preparing meals, as required. The service worked well with other agencies, such as local GPs and specialist nurses, which resulted in a positive impact on people's lives.

Care was personalised to meet individual needs and was delivered in a way to ensure maximum flexibility, choice and continuity of care. People and their relatives were involved in planning their care and reviewing care needs to ensure they received the right support in line with their choices. Staff supported people to maintain relationships with friends and family.

Information was available to people on how to raise concerns or make a complaint if they had a need to. No complaints had been raised since the last inspection of the service.

The registered provider and senior management team had developed a person-centred culture at the service. People repeatedly told us the service was reliable and enabled them to remain at home, supporting their choices. Comments included, “I am thrilled with the service and they have my full admiration”; “I give them top marks”.

The management of safety, risk and governance was effective as the provider had good oversight of the service. People had regular opportunities to feedback their experience of the service.

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 26 April 2018)

Why we inspected:

This was a planned 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.