Solace Care Solutions Limited

Updated 27 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 team consisted of one inspector

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 24 hours' notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 10 October 2019 and ended on 23 October 2019. We visited the office location on 10 October and 17 October 2019. On the first day of the inspection the provider was unavailable when we arrived at the service. On the second day of the inspection the provider was at the service.

What we did before inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from other professionals who work with the service. We contacted the local authority commissioners. However, the two local authorities we contacted currently did not have any commissioning arrangements with Solace Care Solutions Limited. Commissioners are people who work to find appropriate care and support services for people and fund the care provided

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.

During the inspection

We spoke with one person who use the service about their experience of the care provided. We spoke with two members of staff, including one care worker and the registered manager.

We reviewed a range of records. This included two people’s care records. We looked at one staff file in relation to recruitment and supervision. We reviewed a variety of records relating to the management of the service, including policies and procedures.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at quality data, training matrix and a variety of policies.

Updated 27 November 2019

About the service

Solace Care Solutions Limited is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. The service provides care for older people and younger adults with needs relating to dementia. There was two people using this service at the time of our inspection.

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.

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

Risk were assessed, but not always recorded. Systems were in place to help protect people from harm, but not always executed in line with the providers policy and procedures. Systems were in place to monitor when things went wrong, but we were not confident appropriate action would be taken.

Sufficient numbers of staff were employed for the number of people using the service. Medicine systems were organised, and people received their medicine as prescribed. The service followed infection control guidelines effectively.

Planning and development was not always monitored or recorded in line with the providers policy and procedures. There was a registered manager in place who was open, transparent and approachable, but was not always in the office ensuring good governance was in place or operated effectively.

People complimented the service and their experience of the service was good. People were involved in their care and support and had the opportunity to give feedback about the service. The registered manager was passionate about the care the service provided and acknowledged the shortfalls we found during the inspection. The provider was aware of the duty of candour. People were supported to access other professionals and work with other agencies as required.

Staff supervision and support was taking place, but not always recorded. Staff were knowledgeable about the people they cared for.

People’s nutritional needs were met and their needs were assessed. The service supported people to work with other professionals and agencies to ensure they received effective care.

People were involved in decisions about the environment they lived. People were supported to live a healthy life style. 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 were cared for by kind, compassionate and polite staff. People were supported to express their views about their care and support and were treated with respect by the staff that cared for them.

Peoples communication needs were met, but not always in the format they could understand. People were empowered to make choices and have control of their life. People were aware how to make a complaint and raise a concern. End of life policies and procedures were in place should people wish to discuss their end of life care needs.

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

Rating at last inspection:

This service was registered with us on 16/07/2018 and this is the first rated inspection.

Why we inspected

This was a planned inspection.

Follow up

We will request an action plan for the provider to understand what they will do to improve the standards of quality and safety. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Enforcement

We have identified two breaches in relation to safeguarding and leadership at this inspection. You can see the action we have asked the provider to take at the end of this full report.