Classique Care Services Limited

Updated 24 February 2023

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.

Inspection team

The inspection team consisted of one inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

Registered Manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

At the time of our inspection there was a registered manager in post.

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure that the registered manager would be in the office to support the inspection. Inspection activity started on 11 January 2023 and ended on 16 January 2023. We visited the location’s office on 11 January 2023.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We spoke with 5 people and 5 relatives about their experiences of using the service. We spoke with the head office team which included the registered manager, the deputy manager, the care coordinator, 4 care support workers and the director. All the head office team were trained to provide care and support to people using the service. We reviewed a range of records including 7 people’s care records, records relating to staffing, recruitment, training and supervision and other records relating to the management of the service.

Updated 24 February 2023

About the service

Classique Care Services Limited is a domiciliary care agency providing personal care. The service provides support to people living in their own homes in the community. 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 our inspection the service was providing personal care to 62 people.

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

People were safe using the service. Staff had been trained to safeguard people from abuse and knew how to report concerns to the relevant agencies. Staff understood risks to people’s safety and wellbeing and how to manage these to keep people safe. The provider carried out recruitment and criminal records checks to make sure staff were suitable to support people.

There were enough staff to support people and meet their needs. Staff attended care calls, on the whole, on time. The provider had systems in place to monitor late calls to help them take appropriate action to reduce the risk of these reoccurring.

Staff followed current practice when providing personal care and when preparing and handling food which reduced infection and hygiene risks in people’s homes.

People were involved in planning and making decisions about their care and support. They could state their preferences for how this was provided. Staff were provided with relevant training to help them meet people’s needs. Staff knew people well and understood how their needs should be met in line with their preferences. The provider supported and encouraged staff to continually learn and improve in their role. The provider carried out spot checks on staff to make sure they were carrying out their duties appropriately and to a high standard.

Where the service was responsible for this, staff helped people to eat and drink enough to meet their needs and to take their medicines. Staff understood people’s healthcare needs and how they should be supported with these. Staff were observant to changes in people’s needs or when they became unwell and sought support for this where appropriate.

Staff were kind and caring and treated people well. People’s feedback indicated staff delivered good quality support. Staff enjoyed their work and supporting people using the service. They were encouraged to put people’s needs and wishes at the heart of everything they did.

Staff supported people in a dignified way which maintained people’s privacy and independence. 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.

The provider monitored the safety and quality of care and support provided to people. They checked with people at regular intervals that the care and support provided was meeting their needs and sought their views about how the service could improve.

There were systems in place to investigate accidents, incidents and complaints and people to be involved and informed of the outcome. The provider worked proactively with healthcare professionals involved in people’s care and acted on their recommendations to deliver care and support that met people’s needs.

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

Rating at last inspection

The last rating for this service was Good (published 19 June 2019).

Why we inspected

This inspection was prompted by a review of the information we held about this service and in part due to concerns received about staffing, timeliness of care calls and quality concerns about the care and support provided by the service. A decision was made for us to inspect and examine those risks.

We found no evidence during this inspection that people were at risk of harm from these concerns. Please see the safe, effective, caring, responsive and well led sections of this full report.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.