Archived: Complete Care Services Leyland

Updated 20 September 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 was meeting the legal requirements and regulations associated with the Health and Social Care Act 2008. We also looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

This location is a new acquisition for Complete Care Services and this is the first inspection since their registration on 16 December 2015. The inspection was carried out on 25 and 26 July and 1 August 2017 by an Adult Social Care inspector from the Care Quality Commission (CQC). An expert by experience obtained telephone feedback on behalf of the CQC inspector on 24 and 25 July 2017, in order to gain peoples’ views about the service provided. An expert by experience is a person who has had some experience of the type of service being inspected or has been involved in caring for someone within this particular client group. Our expert had cared for elderly family members who had used regulated services.

At the time of our inspection of this location there were 53 people who used Complete Care Services Leyland. We were able to speak with nine people and six relatives by telephone. We visited an additional six people who lived in the community, during which time we met and spoke with a further five family members. We also spoke with four care staff, the deputy manager and the provider of Complete Care Services Leyland.

We looked at a wide range of records, including the care files of eleven people who used the service. This enabled us to establish if people received the care and support they needed and if any risks to people's health and wellbeing were being appropriately managed. We also looked at the personnel records of four staff members. Other records we saw included a variety of policies and procedures, medication records and quality monitoring systems.

Prior to this inspection we looked at all the information we held about this service, including information that the provider had told us about. We also listened to what people had to tell us and we were in regular discussion with local commissioners and community professionals about the service provided by Complete Care Services Leyland.

Updated 20 September 2017

This comprehensive inspection was announced, which meant that we gave the provider 48 hours' notice of our inspection, in line with CQC guidance for inspection of domiciliary care services. This is so we can arrange for someone to be at the agency office to assist with access to information we need to see.

On 24 and 25 July 2017 we made telephone calls to people who used the service. We visited the agency office on 25 July and 1 August 2017. We visited people who lived in the community on 26 July 2017.

Community Care Services Leyland is registered to provide personal care for people who live in the community and who have a physical or learning disability, a sensory impairment, those who misuse drugs and alcohol, older people, younger adults, those living with dementia and people with mental health issues.

The agency office is located in the town centre of Leyland. It is within easy reach of Preston and Chorley. Public transport links are nearby and ample car parking spaces are available.

The registered manager had left employment shortly before our inspection. The deputy manager assisted us during our inspection. She was very co-operative and helpful throughout the process. We made a recommendation in relation to a Registered Manager application being submitted to the Care Quality Commission as soon as practicable. 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 of the Health and Social Care Act and associated regulations about how the service is run.

When asked to describe the care they received in general terms, people who used the service and their relatives told us that their care workers were kind and caring. The main issue raised by numerous people was in relation to regular changes of care workers. However, people we spoke with told us they felt safe using Complete Care Services Leyland and we found that recruitment practices were satisfactory, which helped to protect people from harm.

Records showed that people's views about the quality of service provided had been sought in the form of surveys. However, this was two years prior to our inspection. We made a recommendation about this.

Medicines were being managed well. However we made a recommendation about hand written entries on the Medication Administration Records.

A business continuity plan had been developed, which outlined action to be taken in the event of any environmental emergency, which could affect the operation of the agency.

People's needs had been assessed prior to a package of care being arranged and the planning of individual support was person centred, in order to accurately reflect specific needs. We found that people were treated in a kind and caring manner, with their privacy, dignity and independence being promoted.

Care files we saw showed that people had signed consent forms in a variety of areas and people’s mental capacity had been assessed for those who were living with dementia. Decisions were made in the best interests of those who used the service and people were supported to have maximum choice and control of their lives.

At this inspection we found that people were mostly satisfied with the support they received around meal preparation. However, one person told us that carers always made sandwiches for their meals, which did not provide them with much variety or the option of a hot meal.

A structured system for assessing, monitoring and improving the quality of service provided had been developed and a wide range of risk assessments had been introduced in relation to people's health care needs and the safety of the environments in which people lived.

Complaints were being managed well and systems were in place for reporting safeguarding incidents.

Assessments were in place, which outlined actions that staff needed to take in order to minimise the risk of potential harm. The staff team were well supported by the senior staff of the agency, through the provision of information, induction programmes and a wide range of training modules.

The staff members we spoke with had a good understanding of people in their care and were able to discuss their needs well.

Records showed that some formal supervision and appraisals for staff were slightly overdue, but that the deputy manager was addressing this, in order to bring them up to date.

It was evident that care staff sought advice from community care professionals, should the need arise. This helped to ensure that people's health and social care needs were being appropriately met.