Litchurch Plaza Litchurch Lane

Updated 26 April 2019

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team: The inspection team consisted of one inspector.

Service and service type: Etiquette Recruitment & Staffing Ltd Limited is a domiciliary care agency. This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It provides a service to older adults, people living with dementia, people with sensory impairment, younger disabled adults and children.

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: The inspection was announced. We gave the provider 48 hours’ notice because the location provides a domiciliary care service and we needed to be sure someone was available at the office.

What we did: We reviewed the information we held about the service. This included information received from the provider about deaths, accidents/incidents and safeguarding alerts which they are required to send us by law. We also contacted the local authority to gather their feedback about the service. We used information the provider sent us in the Provider Information Return. This is information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make.

The service was providing care to three people. We spoke with one person and two relatives of people using the service. We also spoke with a company director who was the business quality and compliance lead and two members of staff. We inspected the agency on 7 March 2019 and made phone calls to a person who used the service and people’s relatives on 21 March. Staff phone calls were made on 22 & 25 March.

We looked at two people’s care records including their and daily records. We also examined other records relating to the management and running of the service. These included staff recruitment files. We also looked at the complaints information.

Updated 26 April 2019

Etiquette Recruitment & Staffing Ltd is a domiciliary care agency (DCA). The service provides personal care to people living in their own houses and flats in the community. At the time of our inspection the service supported three people.

Why we inspected:

This was a scheduled inspection to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Rating at last inspection:

This is the first rating inspection of this service.

People's experience of using this service:

• Governance systems and audits were not effective in identifying where improvements were needed. The provider did not have processes in place to measure, document, assess and evaluate the quality of care.

• A person and people’s relative’s told us they were happy with the care people received.

• Staff training was not thorough or well organised and did not fully protect people from unsafe care.

• People were protected against abuse, neglect and discrimination. Staff ensured people's safety and acted when necessary to prevent any harm.

• People's rights to make their own decisions were respected.

• People's dietary needs were assessed and where required people were supported with their meals.

• People received caring and compassionate support from the staff.

• Staff respected people's privacy and dignity and peoples independence was recognised.

• People's care was personalised to their individual needs.

• The service met the characteristics for a rating of “requires improvement ” in some key questions and requires improvement overall.

Enforcement:

At this inspection we found the provider to be in breach of one regulation of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. Action we told provider to take is recorded at the end of the report.

Follow up:

We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received, we may inspect sooner.

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