Archived: Consummate Care (UK) Ltd

Although there was a manager in post with responsibility for the management of the service this person had not yet completed their application to become the registered manager with CQC.

This inspection was completed by one inspector. On the day of our inspection we found that 50 people used the service. We spoke with nine people who used the service and three relatives of people on the telephone following our inspection. We spoke with the provider, the manager and the care manager on the day of our inspection and three care staff on the telephone.

Below is a summary of what we found. The summary describes what people told us, the records we looked at and what staff told us. We used the evidence we collected during our inspection to answer five questions. If you wish to see the evidence supporting our summary please read the full report.

Is the service safe?

People told us they felt safe. One person told us, "I feel safe with staff coming into my home." Safeguarding procedures were in place and staff understood their role in safeguarding the people they supported. Staff were aware of the provider's whistleblowing policy. We found where allegations had been made about abuse to people, the provider had taken the appropriate action to keep people safe.

We found people were included in the planning of their care and that risks to people's health and wellbeing had been assessed and planned for.

We found the provider worked well with health care providers to ensure people's wellbeing and safety.

We found staff were trained and supported to carry out care in a safe way that met people's needs.

We found the provider had systems in place to make sure that the manager and staff learned from events such as accidents and incidents, complaints and checks made on the service. This reduced the risk to people.

Is the service caring?

People were supported by kind and caring staff. One person told us, "The staff are very kind. They really care." People told us staff treated them with dignity and respect.

People's preferences, interests and diverse needs had been recorded.

Is the service effective?

People were included in the planning of their care. We found that care plans and risk assessments were current and contained sufficient detail to ensure staff knew how to meet people's needs. This meant people were receiving effective care that met their needs.

The provider worked in cooperation with health care providers to ensure people's health needs were met.

Is the service responsive?

People were asked their views about the service. The manager provided evidence that comments people made were acted on.

Is the service well led?

The provider had quality assurance and risk management systems in place. We found the manager checked that risks were managed effectively. Records seen by us indicated that shortfalls in the service were addressed where they had been identified.

The provider sought the views of people who used the service. People told us if they raised concerns the provider addressed them to their satisfaction.

Staff told us they were clear about their roles and responsibilities and understood the quality assurance and risk management systems. This helped to ensure people received a good quality of care.

People told us their care and support needs had been agreed with them and their family when the service started. We were told copies of care plans were available in people's homes. People told us that staff were friendly and polite and always respected their privacy during personal care routines.

One person told us: 'My carers are always very helpful.' Another person said: 'Nothing is too much trouble.'

People told us care staff were able to do everything they needed. They also said staff took their time and did not rush. One person said: 'They always do everything they need to do.' People said that care staff did things in the way they preferred and respected their opinions.

Records showed the agency had systems in place to monitor the care provided and for managing identified risks.