Papillon Home Care

Updated 5 July 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 completed by one inspector and an expert by experience in the care and support of older people. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

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 we needed to be sure that people who wanted to speak to us were available during the inspection.

What we did before the inspection

We reviewed information we had received about the service since they were registered. 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. We used all of this information to plan our inspection. We sought feedback from the local authority and professionals who work with the service but did not receive any.

During the inspection

We spoke with six people who used the service and four relatives about their experience of the care provided. We spoke with seven members of staff including the provider, registered manager, care coordinators, care workers and the recruitment manager.

We reviewed a range of records. This included three people’s care records and medication 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 reviewed.

Updated 5 July 2019

About the service

Papillon Home Care provide personal care to one hundred people in their own home. 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.

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

People told us staff supported them to stay happy and well. One person told us, “The staff are very kind, they bring a little bit of light into our life”.

Assessments of people’s needs and any risks had been completed. People had planned their care with staff, including the care they received at the end of their life. People and they relatives told us staff provided their care in the way they preferred. Detailed guidance about how to provide people’s care was included in everyone’s care plans to support staff provide consistent care. People were not discriminated against and received care tailored to them. People were encouraged and supported to be as independent as possible. Staff were caring and treated people with dignity and respect.

The provider and registered manager had a clear view for the service and had developed a culture which supported staff to share this view. They had oversight of the service and completed regular checks to make sure the service met the standards they required. The provider and registered manager had plans in operation to continually develop and improve the service. Staff felt supported by the registered manager and were motivated. The provider and registered manager were always available to provide the support and guidance staff needed.

Staff knew the signs of abuse and were confident to raise any concerns they had with the registered manager and outside agencies. A process was in place to investigate and resolve any complaints or concerns received. 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 supported to remain as healthy as possible and their medicines were managed safely. People were supported to plan and prepare balanced meals, of food they liked that met their needs and preferences. Where people required assistance, staff supported them to eat and drink safely.

Staff deployment was planned to ensure people received their care from a small team of staff who knew them well. Staff development was supported and encouraged. Staff had the skills they needed to provide safe and effective care and had been recruited safely. Staff were clear about their roles and responsibilities. The registered manager knew when they needed to inform CQC of significant events that had happened at the service, so we could check that appropriate action had been taken. Records in respect of each person were accurate and held securely.

Rating at last inspection

This is the first time we have inspected the service .

Why we inspected

This was a planned inspection based on our policy for inspecting newly registered services.

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