Archived: Peggy's World CiC

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to younger and older adults, people with sensory impairment or disabilities and those living with old age frailty and dementia.

Not everyone using Peggy’s World CiC receives regulated activity; the Care Quality Commission (CQC) only inspects the service being received by people provided with 'personal care'; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

This was the first inspection of this service.

There was a registered manager in place. A registered manager is a person who has registered with the CQC to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The ethos of the service was to provide bespoke care and support to people and their relations to enable all parties to feel supported and to live their lives.

People were safeguarded from harm and abuse; any issues were reported to the relevant authorities to make sure people’s rights were protected. Care and treatment was planned and delivered to maintain people’s health and safety. Staffing levels were monitored to ensure there were enough staff provided to meet people’s needs. Recruitment, medicine management and infection control were robust.

Staff undertook training in a variety of subjects and were provided with supervision to maintain and develop their skills. People’s dietary needs were monitored and reviewed, if staff were concerned advice and guidance was sought from health care professionals to maintain people’s dietary needs.

People were supported to have maximum choice and control of their lives. Staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

People were cared for by kind, attentive staff and their privacy and dignity was maintained. Information was provided to people in a format that met their needs. People’s diversity was respected and promoted. Confidential information was stored in line with data protection legislation.

People’s care and support was monitored and reviewed. Health care professionals were contacted for help and advice and staff acted upon what they said to maintain people’s wellbeing. A complaints policy and procedure was in place. This was provided to people who used the service. People we spoke with told us they had no complaints to raise. End of life care could be provided by the service, but this had not occurred yet.

Staff understood if people lacked capacity to make their own decisions then the principles of the Mental Capacity Act 2005 and codes of practice must be followed. Care was provided to people in their best interests following discussion with their relations and relevant health care professionals. This helped to protect people’s rights.

Quality monitoring checks and audits were undertaken. Issues found were acted upon to make sure the service provided for people was effective. People using the service, their relatives and staff were asked for their views about the service, feedback was acted upon.

Quality monitoring checks and audits were undertaken. Spot checks were carried out to determine the quality of service delivered to people. Formal surveys and informal phone calls from the management team were used to gain people’s feedback. People using the service, their relatives and staff could contact the registered manager ‘on call’ for help and advice. The management team undertook care calls which helped them review the care provided to people.