Direct Care Works Ltd

Updated 2 November 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

The inspection was carried out by one inspector.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own homes.

The service had a manager registered with the Care Quality Commission. This means that when a registered manager is registered, 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 there would be staff in the office to support the inspection.

What we did before inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority.

During the inspection

We spoke with the relatives of one person who used the service. We could not speak the person as they had communication difficulties. We also spoke with two members of care staff, the registered manager, and the office manager, who carried out the day-to-day management of the service.

We reviewed a range of records. This included the person’s care records. We looked at two 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 also reviewed.

After the inspection

We continued to seek clarification from the registered manager to validate evidence found, including risk assessments and amended procedures. We received this information after the inspection visit.

Updated 2 November 2019

Direct Care Works Ltd is a domiciliary care agency providing personal care to a range of people living in their own homes. The Care Quality Commission (CQC) only inspects where people received personal care.

This is to help with personal hygiene and eating. Where they do we also consider any wider social care provided. At the time of the inspection one person was receiving personal care.

There was insufficient information to give the service a rating.

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

Relatives said their family member was safe with staff from the service. Staff understood how to protect people from the risk of harm and understood potential signs of abuse. Care plans provided guidance for staff to follow, and staff had read the care plans. Risk assessments reduced risk for people. Staff went through a recruitment process that ensured the provider only employed suitable staff.

There was a system in place to ensure that people receive their medicines as prescribed and they were protected from the risk of infections through staff working practices. There were enough staff to meet the person’s needs. Staff undertook induction and training which provided knowledge and skills to meet people’s needs, though more specialist training was to be provided to staff.

The person was supported to have as much choice and control as possible and staff supported them in the least restrictive way possible and in their best interests. The systems in the service had not fully supported this practice as they had not assessed the person’s capacity to make decisions. The registered manager rectified this after the inspection visit.

The person was provided with care and support that ensured they had good nutrition and hydration. They had access to healthcare that maintained their health and wellbeing.

Staff had developed positive relationship with the person. Staff respected the person’s privacy and dignity. Relatives had been involved and consulted when deciding how support was provided. Staff knew and understood the needs of the person using the service and care was provided based on their assessed needs. Staff were responsive to changes in the person’s needs to ensure they received help to maintain their health and well-being.

Relatives knew how to raise any concerns or make a complaint. The provider responded to concerns by following up any issues to put things right. The complaints policy provided information about how these would be managed and responded to.

Relatives and staff spoke positively about the management and leadership of the service. Relatives told us staff were very friendly and caring, and they had built good relationships with them.

Systems were in place to monitor the quality of care and support people experienced through quality assurance systems and processes to improve the service. The service worked in partnership with external agencies to ensure people achieved good outcomes from their care and support.

Rating at last inspection

The last rating for this service was unrated. The inspection report for this inspection was published on 14 February 2019.

Why we inspected

This was a planned inspection based on the previous rating.

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