Ur Choice Care Limited

Updated 5 July 2019

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

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.

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 14 June 2019 and ended on 19 June 2019. We visited the office location on 17 June 2019.

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 and professionals who work with the service. 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. This information helps support our inspections. We used all this information to plan our inspection.

During the inspection

We spoke with three people who used the service and eight relatives about their experience of the care provided. We spoke with five members of staff including the registered manager, one senior care worker and three care workers.

We reviewed a range of records. This included four people’s care records and two medication records. We looked at three 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.

Updated 5 July 2019

About the service

Ur Choice Care Limited is a domiciliary care agency that provides care and support to people living in their own homes. At the time of this inspection the service was providing support to 17 people.

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 felt safe using Ur Choice Care Limited. They told us they received continuity of care as the same staff assisted them at the time agreed. They did not feel rushed and they had confidence in the staff that supported them. The risks to people had been identified and managed and staff’s knowledge of this was good. People received their medicines as prescribed and were protected from the risks associated with infection. Staff had been safely recruited and there were enough of them to meet people’s needs safely and effectively.

Positive outcomes were achieved for people. This was because staff were skilled, had been trained and supported and understood their roles. Staff told us they were happy in their work and people agreed that staff were friendly and engaging which had a positive impact on them. People’s nutritional and healthcare needs were met, and staff supported them to achieve this. 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.

People described a staff team that were kind, considerate and compassionate. They felt comfortable with those that supported them and had built trusting relationships with them. Staff understood the need to maintain people’s dignity, privacy and independence and supported them to do so. People were partners in their care delivery and were involved in the planning of it. Staff took their lead from those they supported and were flexible in their approach.

Through person-centred care planning, people’s needs were met in an individualised manner. Preferences were adhered to and people received care that was personalised to them and those important to them. Care needs were reviewed regularly and as required and changes made as needed. People with specific communication needs had information in their desired method. The service had a complaints policy in place however people told us that the service was good at rectifying concerns should they arise.

The service was well managed by a registered manager people described as involved, engaged and supportive. Morale amongst the staff was good and effective team work was evident. The monitoring of the service was ongoing and achieved via several effective methods. The registered manager had developed strong relationships with other professionals. Registration requirements were mostly met however we have made a recommendation about events the service is required to tell us about by law.

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 (report published on 31 August 2016).

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.