Trust Care Solutions Ltd

Updated 11 September 2019

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 Care Act 2014.

Inspection team:

The inspection was carried out by one inspector.

Service and service type:

This service is a domiciliary care agency. It provides personal care to people living in their own homes. The service had a manager registered with the Care Quality Commission. This means that they and the provider 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 24 hours’ notice of the inspection. This was because the service is small, and people are often out, and we wanted to be sure there would be people at home to speak with us.

The inspection took place on 17 and 22 July 2019. The inspection was conducted over two days as the provider was not available on the first day due to an important appointment that they had to attend. The registered manager was on leave on both days.

What we did before inspection:

Before the inspection, we reviewed the information we held about the registered provider, including previous notifications. A notification is information about important events, which the registered provider is required to send to us by law.

We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections.

During our inspection:

We spoke with the provider and a member of the office staff team. We reviewed a range of records. This included two people’s care records and two staff files in relation to recruitment, training and staff supervision records. We checked records relating to the management of the service and a variety of policies and procedures during and after the inspection.

After the inspection:

We continued to seek clarification from the provider to corroborate evidence found. We looked at training data. We spoke with two people who used the service and one relative by telephone to obtain their views of the service. We also contacted one member of staff to ask them questions about their roles and to confirm information we had received about the service during our inspection.

Updated 11 September 2019

About the service:

Trust Care Solutions Ltd provides personal care to people living in their own homes. At the time of our visit, they were providing personal care to two people.

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

People using the service told us they felt safe with the staff. The provider had procedures in place to inform staff of how to protect people from abuse and avoidable harm. Risks to people were assessed and management plans were in place where risks were identified. The provider had a system in place to record and monitor accidents and incidents. There were sufficient numbers of staff to meet people’s needs and safe procedures were followed when recruiting new staff. People were protected from the risks associated with the spread of infection. Medicines were managed safely.

People were supported by staff that had received appropriate training and support to do their jobs and meet people’s needs. They were supported to eat and drink and maintain a balanced diet based on their needs and preferences. People's needs were assessed before they started to use the service. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

Staff had developed positive caring relationships with people who used the service. People were encouraged to remain as independent as possible and to do as much as they could for themselves. Staff maintained people's dignity and respected their privacy. People were able to express their views about how their care was provided and staff helped them accordingly. The importance of confidentiality was understood and respected by staff.

People received care and support that was personalised and responsive to their individual needs. Care plans provided staff with clear and detailed guidance about the individual care and support needs of people who used the service. Staff had a good understanding of people’s needs, choices and preferences, and were aware of how to meet people’s individual needs as they changed. Complaints were listened to and action was taken to address concerns or issues.

There was an open and inclusive culture in the service, with staff, people, relatives and other external professionals encouraged to help improve the service provided to people. Effective systems were in place to quality assure the services provided, manage risks and drive improvement. Staff were aware of their responsibilities in ensuring the quality of the service was maintained. The registered manager worked closely with other external organisations to ensure people needs were met.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection:

This service was registered with us on 25 November 2016 and this is the first inspection.

Why we inspected:

This was a planned inspection based on when the service started operating.

Follow up:

We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received, we may inspect sooner.