Chanmil Care Ltd

Updated 26 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 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 provider was also the manager registered with the Care Quality Commission. This means that they 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 the provider would be in the office to support the inspection.

Inspection activity started on 12 July 2019 and ended on 15 July 2019. We made telephone calls to people and their families on 12 July 2019. We visited the office location on 15 July to see the provider, speak with staff, and to review care records and policies and procedures.

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. We used all of this information to plan our inspection.

During the inspection

We spoke with three people who used the service and two relatives about their experience of the care provided. We spoke with two members of care staff and the provider/registered manager.

We reviewed a range of records. This included two people’s care records. We looked at two staff files in relation to staff supervision and unannounced spot checks/observations on staff practice. A variety of records relating to the management of the service, including policies and procedures were reviewed.

Updated 26 July 2019

About the service

Chanmil Care Limited is a is a domiciliary care agency providing personal care to adults living with families or in their own homes in the community. The agency provides a rehabilitation and/or reablement service. People were offered the service for a six-week period or in the short-term. At the time of our inspection they were supporting five people.

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 were cared for safely and staff understood their responsibilities to keep people safe from abuse or harm. People’s independence was encouraged as well as positive risk taking.

Staffing levels were specific to individuals. One person said, “My requests have always been fulfilled. They provide my care in twos to ensure I am kept safe during transfers.” Another person said, “The continuity of carers has been exceptional. They have never been late or missed calls.” One relative said, “They make sure they come in twos for the care. We have never been let down.” Effective practices were in place to protect people from infection.

Staff were effective in their roles and sought the best outcomes for the people they supported. 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.

Staff were kind and caring and passionate about the care they provided. People's dignity and privacy was maintained. People and their families consistently told us how well looked after they were, and staff were respectful. One person said, “The carers who visit me are very kind and caring. They listen to me and know me and my partner very well. They treat us with dignity and we have always felt respected.”

People were given every opportunity to be valued and equal partners in decisions around their care and support. This was reflected in the good quality care and support people received, from a committed, passionate and caring small group of staff. Reviews of people’s care were conducted on a regular basis and/or in response to a change.

People said staff supported them to achieve their goals. They told us staff had enabled them to regain confidence to do things. People had individualised care plans which ensured they received person-centred care. Plans considered people's preferences, likes and dislikes and their cultural and religious backgrounds. People knew who to speak to raise concerns and were confident they would be listened to.

The provider was open and honest and strived to look at ways to improve the service. Staff felt well supported and people were confident in the service they received. Staff liaised with health professionals and looked at ways to improve people's life experiences.

The provider had quality assurance processes to monitor the quality and safety of the service provided. Staff told us they felt supported by the management team. People, relatives and staff were encouraged to offer feedback. One person said, “We always share our views and any suggestions are acted on.”

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 registered with us on 19 July 2018 and this is the first inspection.

Why we inspected

This was a planned 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.