1 August 2023
During a routine inspection
About the service
Inna care is a domiciliary care agency located in the London Borough of Havering. It is registered to provide personal care to people in their own homes. At the time of the inspection, 30 people were receiving support from the service. Most people using the service were older people, but there were at least 3 people with learning disabilities; all were receiving personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where people do receive personal care, we also consider any wider social care provided.
People’s experience of using this service and what we found
Right Support
Call planning and monitoring had improved since our last inspection. However, people and relatives told us more improvement could be made.
Recruitment processes were robust; the provider made checks on employees to ensure people’s safety. People were safeguarded from risk of abuse. The provider and systems and processes designed to support people safely.
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’s consent was sought before care was provided.
People were supported to eat and drink healthily. People were encouraged to remain independent and their privacy and dignity respected. People received personalised care and their needs were recorded in care plans. People were supported to take part in activities they enjoyed.
Right Care
People’s risks were assessed and monitored. Medicines were managed safely. Infection prevention and control measures were in place. People’s needs were assessed before they began using the service. Staff were received an induction before starting work, so that they knew how to do their job. This was followed up by further training. People and relatives told us staff were kind and caring. People were able to be involved in decisions about their care. People’s communication needs were met.
Right Culture
Lessons were learned when things went wrong; incidents and accidents were recorded and follow up actions completed to keep people safe. Staff were supervised and received appraisals to embed good working practices and provide the opportunity for development. Staff worked with other agencies to ensure people received good care.
People’s equality and diversity needs were recorded and people were supported in a culturally sensitive way. People were able to raise concerns and make complaints which the provider responded to appropriately. The service promoted a person centred approach and people and relatives were complimentary about the care. Quality assurance processes ensure good quality care.
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 30 December 2022) and there were breaches of regulation. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made, however the provider was still in breach of one regulation.
The last rating for this service was requires improvement (published 24 October 2019). The service remains rated requires improvement. This service has been rated requires improvement for one consecutive inspections.
Why we inspected
We undertook this inspection to assess that the service is applying the principles of Right support right care right culture. This inspection was prompted by a review of the information we held about this service.
Enforcement. We have identified breaches in relation to staffing at this inspection.
Please see the action we have told the provider to take at the end of this report.
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.