Intrinsic Care

Updated 23 April 2021

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.

As part of this inspection we looked at the infection control and prevention measures in place. This was conducted so we can understand the preparedness of the service in preventing or managing an infection outbreak, and to identify good practice we can share with other services.

Inspection team

This inspection was carried out by one inspector.

Service and service type

This service provides care and support to people living in ‘supported living’ settings, so that they can live as independently as possible. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for supported living; this inspection looked at people’s personal care and support.

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 24 hours’ notice of the inspection. This was because the service is small, and we needed to be sure that the registered manager would be in the office to support the inspection.

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. 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 the registered manager, locality manager and operational manager that were working in the office. We reviewed a range of records whilst on site and requested some to be sent to the inspector once the visit had been completed. 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 reviewed.

After the inspection

We reviewed evidence requested from the service that was sent to us in a timely manner. We spoke with four people who use the service and two members of care staff. We sought clarification from the provider to support the evidence found.

Updated 23 April 2021

About the service

Intrinsic Care is an agency providing personal care to people in a supported living service. At the time of the inspection there were 15 people living at the service, of which only five received a regulated activity.

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

People we spoke to told us they felt safe. A person told us, “This [service] is 10 out of 10. The staff here are amazing, they do everything for me and help me to stay well.”

Staff told us, “It’s such a good place to work. I love what we do, it's very rewarding and feel like we are making a difference to people’s lives.”

People had individual care plans and risk assessments created with them. This put people at the centre of planning and focused on achieving good outcomes. Staff knew people well, their likes and dislikes and who or what was important to them.

Risks to people were identified and were mitigated by detailed risk management plans.

People and their relatives told us that they were safe, and staff knew how to minimise potential harm.

There were adequate levels of staff to support people to remain safe balanced against respecting peoples need for space. One person told us, “The staff are not ‘space invaders,’ they get it just right; they help me but aren’t too intrusive.”

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

People were invited to visit the service and spend time there, before making a decision to use the service. This enabled people the opportunity to determine if they felt comfortable in the environment, with staff and other people who lived there.

People were involved in the recruitment of new staff. They participated in interviews and were regularly asked by the registered manager for feedback on staff performance.

Staff protected people's privacy and dignity and encouraged people to maintain their independence by enabling them to do as much as possible for themselves.

Staff training was up to date and relevant.

The registered manager promoted an open and transparent culture within the service and feedback from people we spoke to supported this.

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 December 2019) 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 and the provider was no longer in breach of regulations.

Why we inspected

This was a planned inspection based on the previous rating.

We undertook this focused inspection to check they had followed their action plan and to confirm they now met legal requirements. This report only covers our findings in relation to the Key Questions Safe, Effective and Well-led which contain those requirements.

The ratings from the previous comprehensive inspection for those key questions not looked at on this occasion were used in calculating the overall rating at this inspection. The overall rating for the service has changed from requires improvement to good. This is based on the findings at this inspection.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Intrinsic Care on our website at www.cqc.org.uk.

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.