PHC Home Care Limited

Updated 16 April 2020

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 two inspectors and one Expert by Experience who contacted people who use the service and relatives after our inspection visit to the office. 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.

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 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 5 March 2020 and ended on 16 March 2020. We visited the office location on 5 & 6 March 2020.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority. This information helps support our inspections. We used all of this information to plan our inspection. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.

During the inspection-

We spoke with three people who used the service and four relatives about their experience of the care provided. We spoke with eight members of staff including the registered manager.

We reviewed a range of records. This included seven people’s care records and multiple medication records. We looked at six staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.

After the inspection –

We continued to seek clarification from the provider to validate evidence found. We looked at training data, meeting minutes and quality assurance records. The Expert by Experience contacted people who used the service and relatives by phone on 13 & 16 March 2020.

Updated 16 April 2020

About the service

PHC Home Care Limited is a small domiciliary care agency providing personal care to nine people living in their own home or flat. The agency is based in Harrow North West London.

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.

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

People could not always be confident that they received their medicines as prescribed. Risk assessments and management plan identified risks related to the care provided and gave guidance for care workers to minimise such risks. The service had introduced new quality audit tools, however, we found these were not always effective.

The service had made improvements in ensuring that care calls were not missed, and care workers stayed the allocated time with people who use the service. The service had clear systems to keep people safe and safeguarded from abuse. Care workers had received training in safeguarding adults at risk. Safe recruitment procedures were in place. This ensured all pre-employment requirements were completed before new staff were appointed and commenced their employment.

People's needs had been assessed by the service, the service was meeting people’s needs and since our last inspection people had received their care calls as documented in their care plans. People’s health care needs were monitored, and action was taken if their healthcare needs had changed. Care workers received training before commencing their care duties and ongoing support was provided through one to one supervisions and annual appraisals. People were supported to have maximum choice and control of their lives and care workers supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People felt the service they received helped them to maintain their independence where possible. People received care that was planned with them and their relatives to meet their individual needs and preferences, from care workers who were caring and respected their privacy and dignity.

People were involved in their care and were encouraged to share their views and preferences. People had personalised care plans which were regularly reviewed. People and relatives were happy with the care workers that supported them. People were able to voice their concerns and were confident that any issues would be addressed and dealt with by the agency.

The registered manager promoted person centred care to improve people's quality of life that was reflected throughout the service. The registered manager understood the duty of candour and promoted an open and honest environment. Care workers were clear about their roles and had good management support throughout the service. People who used the service, relatives and staff were encouraged to provide feedback regarding the service and an open-door policy was promoted.

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

Rating at last inspection (and update) - The last rating for this service was requires improvement (published 7 March 2019). The service remains rated requires improvement. This service has been rated twice inadequate and twice requires improvement for the last four consecutive inspections.

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

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