True Quality Services Ltd

Updated 8 February 2017

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection took place on 12 January 2017 and was announced. The provider was given notice because the location provides a domiciliary care service and we needed to be sure that someone would be available at the office. The inspection was carried out by one inspector.

The provider had completed a provider information return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make.

We reviewed the information we held about the service. We reviewed statutory notifications sent to us from the provider. A statutory notification is information about important events which the provider is required to send us by law.

At the time of our inspection visit there was only one care worker employed by the service. We contacted them and one person’s relative by telephone following our inspection visit. This was to obtain staff experiences of working for the service. A relative told us about their experiences of the services provided to their family member, because their relation was unable to talk with us themselves.

We also spoke with the registered manager and reviewed one person’s care plan to see how their care and support was planned and delivered. We checked whether staff had been recruited safely and were trained to deliver the care and support this person required. We looked at other records related to this person’s care and how the service operated including the service’s quality assurance audits.

Updated 8 February 2017

The inspection took place on 12 January 2017 and was announced. This was the first inspection of this service following its registration with us in October 2015.

True Quality Services Ltd is registered to provide personal care to people in their own homes. At the time of our inspection the service supported one person who had physical disabilities.

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.

Staff knew how to keep the person they supported safe. There were processes to minimise risks to the person’s and staff safety. Care staff understood how to protect people from the risk of abuse and how to report any concerns. The suitability and character of staff was checked during the recruitment process to make sure they were suitable to work with the person who used the service.

The registered manager understood the principles of the Mental Capacity Act (MCA) and the person’s consent was sought prior to any care being provided.

There were enough staff to support the person. A relative told us staff demonstrated a kind and caring attitude toward the person they supported.

Staff received an induction when they started working for the service and completed training to support them in meeting the person’s needs effectively. Staff knew the person well and knew how to respond to the person’s needs. Information about the person and assessed risks was available for staff to refer to in the person’s care plan.

No complaints had been raised with the service, however the person and their relatives knew how to raise concerns or make a complaint if needed.

Staff felt supported by the registered manager and they were able to contact them at any time. There were systems to monitor and review the quality of service people received and understand the experiences of people who used the service. This was through regular communication with the person and their relatives, annual quality surveys and audits undertaken at the service.