ICare GB Limited - Derby Care Office

Updated 27 July 2022

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

Our inspection was conducted by 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

ICare GB Limited – Derby Care Office is a domiciliary care service, registered to provide personal care to people living in their own houses and flats.

This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. 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.

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 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.

The inspection took place on 29 June 2022 at the provider’s offices.

What we did before the inspection

In planning our inspection, we reviewed information we had received about the service. This included information shared with us by other organisations including the clinical commissioning group, the local authority contract monitoring and adult safeguarding teams.

We used the information the provider sent us in the provider information return. 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. We used all of this information to support our inspection..

During the inspection

We spoke with seven people who use the service and seven relatives. We also spoke with two care staff, a care coordinator, the registered manager and the nominated individual.

We reviewed a range of written records including care plans, three staff recruitment files, supervision records and information relating to the overall monitoring of service provision.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at further staff information and quality assurance records.

Updated 27 July 2022

About the service

ICare GB Limited – Derby Care Office is a domiciliary care agency. It provides personal care to people living in their own homes. Not everyone who used the service received personal care. The Care Quality Commission (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, 23 people were receiving a personal care service.

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

There were systems in place to monitor the quality and safety of the service, management carried out regular checks.

Medicines were managed safely. Staff were trained in medication administration and had their competency assessed.

There were enough staff to effectively meet the current packages of care, which supported people’s needs. People were supported safely and any risk regarding their care was assessed. Staff were aware of how to report any concerns about neglect or abuse and were confident if they raised a concern It would be addressed.

People were supported by a regular team of care staff and said they generally received their calls on time. People were confident care staff had received appropriate training to meet their needs; we saw this was in line with current guidelines.

People’s care was provided by kind and caring staff and people told us they treated them with respect. People's individual risk assessments and care plans reflected individual needs.

The provider worked in partnership with other agencies to make sure people received the right care and support.

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 had access to sufficient supplies of Personal Protective Equipment (PPE) and received regular updates from the provider on the management of risks related to COVID-19.

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

At our last inspection the service was rated as requires improvement (Published 5 November 2020) and were in breach of Regulation 17 (Good Governance). At this inspection we found improvements had been made and the provider was no longer in breach of regulations.

Why we inspected

The inspection was prompted in part due to concerns received about late and missed calls. A decision was made for us to inspect and examine those risks. We found that the provider had made improvements throughout the service and so we broadened the scope of the inspection to a comprehensive looking at all five key questions.

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.