Carlton Court

Carlton Court provides personal care and support to people who require assistance in their own home. At the time of our inspection approximately 20 people were being supported by the service. 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 and relatives told us they were happy with the support they had received and were positive about the staff. One relative said, “It is not always the same staff, but they introduce themselves and have been lovely and caring.”

Care and treatment was not recorded in detail or in a person centred way. Care plans and risk assessments did not contain enough guidance for staff to mitigate risks and provide safe support to people.

Recruitment processes were not always robust. We have made a recommendation about the recruitment of staff.

The registered manager had failed to implement effective systems to monitor the safety and quality of the service and improve care.

The registered manager had been working in partnership with stakeholders to implement further training with staff to improve their knowledge and mitigate risks to people. Staff were aware of how to raise concerns around safeguarding to keep people safe.

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 27 September 2019.)

Why we inspected

We received concerns in relation to the safe care of people. As a result, we undertook a focused inspection to review the key questions of safe and well-led only.

For those key questions not inspected, we used the ratings awarded at the last inspection to calculate the overall rating.

The overall rating for the service has changed from good to requires improvement based on the findings of this inspection.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Carlton Court on our website at www.cqc.org.uk.

Enforcement

We have identified breaches in relation to safe care and treatment and good governance at this inspection.

Please see the action we have told the provider to take at the end of this report.

Full information about CQC’s regulatory response to the more serious concerns found during inspections is added to reports after any representations and appeals have been concluded.

Follow up

We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will continue to monitor information we receive about the service, which will help inform when we next inspect.

Rubicon Court, also known as Mevtec 360 is a domiciliary care agency. It provides personal care to people living in their own houses and flats. At the time of the inspection only a limited number of people were using the service.

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

Care plans did not cover people’s preferences related to end of life care. Whilst no one using the service was receiving end of life care, their care plans did not contain information about their wishes and preferences about end of life care. We have made a recommendation about this issue.

People and their relatives told us they were happy with the care and support provided. They told us they felt safe. Systems were in place to protect people from abuse. Risk assessments were completed to identify and manage risks to keep people safe. Staff were trained to support people to take their medicines and measures were in place to protect people from the spread of infection. There were enough staff to meet people’s needs and staff were punctual. Pre-employment checks were carried out to ensure staff were suitable to support people. There were procedures for responding to accidents and incidents.

The service carried out assessments of people’s needs prior to the provision of care and support to ensure they could meet their needs. 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. Policies and systems were in place to support this. Staff supported people to eat and drink enough to meet their needs. Staff had completed required training to perform their roles effectively and felt supported in their role. The service worked with other agencies to promote people’s health, safety and well-being.

People received care and support from staff who were caring and compassionate. Staff treated people in a respectful manner maintaining their dignity and encouraging independence. Systems were in place to protect people’s right to confidentiality. The service was respectful of people’s equality diversity.

Care plans were person centred and included the individual needs of people. Care plans were reviewed monthly to reflect people’s changing needs. Complaints procedures were in place and people and their relatives were provided with a copy of the procedure.

People and staff told us they found the registered manager approachable and supportive.

Rating at last inspection

This service was registered with us on 12 December 2016 and this was the first inspection.

Why we inspected

This was a planned inspection based on our current methodology of inspection scheduling.

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.

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