Background to this inspection
Updated
23 October 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
This 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 houses and flats.
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 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 30 September and ended on 30 September October 2019.
What we did before the inspection
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.
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 and professionals who work with the service. 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 of this information to plan our inspection.
During the inspection
We spoke with the senior managers and reviewed a range of records. This included three people’s care and medication records. We looked at three staff files in relation to recruitment and staff supervision. We spoke with two relatives after the inspection to gain feedback about the service they received. We also received feedback from two staff members. variety of records relating to the management of the service, including policies and procedures were reviewed.
After the inspection
We attempted to contact two health professionals by telephone after the inspection however we were unable to gain any feedback. We continued to seek clarification from the provider to validate evidence found.
Updated
23 October 2019
About the service
Newcross Healthcare Solutions Limited is a domiciliary care service that provides personal care and support to people living in their own homes. The service supported four people at the time of the inspection
Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.
Since starting to deliver care and support in January 2019 the provider had recently recruited a new manager who had submitted their application to register with CQC to ensure the provider met their registration requirements.
People’s experience of using this service and what we found
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 and their relatives were positive about the caring nature and approach of staff. One relative told us their loved ones were the happiest they had been for a long time since receiving care and support from the service. They told us they felt safe when staff visited and were confident that any concerns would be dealt with promptly. Appropriate numbers of staff who arrived on time supported people and stayed for the designated amount of time to deliver the care and support people required.
Each person had an informative care plan which was used as guidance for staff. Where any risks were identified, management plans were in place. People were supported in a way that recognised their rights to take risks.
People views on the service were sought. Regular people and staff team meetings took place. Quality assurance systems were in place to enable the service to identify areas for improvement and ensure people received a good quality service.
Staff told us they had received appropriate training which supported them to carry out their role. Staff told us they could seek advice from the manager and carers. The manager and staff were passionate about the care they delivered and were driven to improve the service.
The manager acted on concerns to ensure people received care which was safe and responsive to their needs. Staff were trained in safeguarding people and protecting them from harm. Any concerns or accidents were reported and acted on.
The manager monitored the delivery of care through staff observations and feedback from people.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Why we inspected
This service was registered with us on 18 May 2018 and this is the first inspection.
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.