Archived: CRG Homecare - Wolverhampton

CRG Homecare – Wolverhampton is a domiciliary care service providing personal care to people living in their own homes. 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 the inspection 210 people were receiving a regulated service.

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

People told us they felt safe when receiving care. Staff knew how to identify and report concerns relating to people's safety and well-being. Risks were assessed and managed to reduce the risk of avoidable harm. People received support to take their medicines as prescribed. Staff were safely recruited.

Decisions about people's care and treatment were made in line with law and guidance. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Staff received training relevant to their role and understood people's individual and diverse needs.

People were happy with the support they received with meals and drinks. People were supported to access healthcare support when needed.

People were supported by a caring staff team who respected people's choices. People were supported to maintain their independence and their privacy and dignity was valued.

People were supported by a staff team who understood their needs and preferences. People and their relatives were involved in the assessment and planning of their care. People knew how to raise a concern if they were unhappy about the service they received.

People, relatives and staff felt the service was well managed. The registered manager and staff team had made improvments since the last inspection. People, relatives and staff were given opportunities to share feedback about the service. The registered manager and provider undertook regular auditing to ensure the quality of care provided. Staff held fundraising events to raise money for local charities.

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

Rating at last inspection

The last rating for this service was good (published 12 April 2017).

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.

The provider had recently appointed a manager who was in the process of registering as a registered manager for the service. 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 in the Health and Social Care Act 2008 and associated Regulations about how the service is run. The provider had recently appointed a manager who was in the process of registering as a registered manager for the service.

People felt safe when receiving support from staff. People were supported by a sufficient numbers of staff who had been safely recruited. People were supported by staff that had a good understanding of how to recognise and report concerns about people’s safety. People’s risks were understood by staff and staff were able to tell us how they managed these risks. People who were supported by staff to take medicines received them medicines as prescribed by staff that had been trained and assessed as competent.

People were supported by staff that had the skills, knowledge and support to carry provide personal care to them. Staff sought people’s consent before providing care and support. People who were supported by staff to prepare and cook meals were provided with choices, and appropriate support was provided to assist people to eat and drink where required. Staff understood people’s dietary requirements. People were supported to access healthcare professionals if required.

People told us staff were kind and caring and they were encouraged to make day to day decisions about their care and support. Staff respected people’s choices and promoted people’s privacy and dignity and encouraged their independence.

People were supported by a consistent staff team who had a good understanding of people’s needs and preferences. People and their relatives were invited to attend care reviews and provide their input. Staff were kept up to date with people’s changing care needs to ensure they were able to provide effective support. There was a system in place to record and investigate complaints and the provider used complaints as a means of learning and improving the service.

The provider has systems and processes in place to monitor the quality and consistency of the service. There were processes in place to enable people and their relatives to provide feedback on the service. Staff felt supported in their roles, listened to and involved in the development of the service. The provider understood their responsibilities to notify us of certain events such as allegations of abuse and serious injuries and had done so appropriately.