Background to this inspection
Updated
23 June 2022
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 Health and Social Care Act 2008.
Inspection team
The inspection was carried out by one inspector and one Expert by Experience.
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.
Registered Manager
This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. 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.
At the time of our inspection there was a registered manager in post.
Notice of inspection
We gave the service 24 hours’ notice of the inspection. This was because it is a small service 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 it had registered with CQC.
The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make.
We used all this information to plan our inspection.
During the inspection
We spoke with three people who used the service and seven relatives about their experience of the care provided. We spoke with seven members of staff, including the registered manager, care workers and the administration assistant.
We reviewed a range of records. This included five people's care records and multiple medicines administration records. We looked at four staff files in relation to recruitment and supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
Updated
23 June 2022
About the service
Golden World Care Service is a domiciliary care service providing personal care to people in their own homes. The service provides support to older people, people living with dementia, people with physical disabilities, people requiring mental health support and younger adults. At the time of our inspection there were 19 people using the service.
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 experiences of using this service and what we found’
The provider did not have appropriate systems in place to keep people safe. Medicines weren’t always managed safely, staff did not always understand how to recognise and report abuse and infection prevention and control practices required improvement. The provider assessed people’s needs, however care plans and risk management plans did not always contain enough detail to ensure staff were able to provide people with safe, person-centred care that met their needs and preferences. We have made recommendations about this.
Staff were recruited safely and there were enough staff to meet people’s needs, however staff did not always receive the training and support they needed to ensure they provided safe, effective care to people. The provider did not always have effective systems in place to seek feedback from people, their relatives and staff, and to improve the quality and safety of the service.
Notwithstanding the above, we found that staff were kind, caring and knew people well. Staff supported people to eat and drink and maintain their health. Staff knew people’s likes, dislikes and preferences and communicated well with people in ways that met their needs and reduced isolation. The service worked well with healthcare professionals, commissioners and other agencies to report concerns and ensure people’s needs were met. The registered manager was open and honest.
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.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
This service was registered with us on 14 March 2019 and due to the service not providing a regulated activity for a period of time, this was the first inspection.
Why we inspected
This inspection was prompted by a review of the information we held about this service.
Enforcement
We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection. We will continue to monitor the service and will take further action if needed.
We have identified breaches in relation to safe care and treatment, safeguarding people from abuse or improper treatment and good governance at this inspection.
Please see the action we have told the provider to take at the end of this report.
Full information about CQC’s regulatory response to the more serious concerns found during inspections is added to reports after any representations and appeals have been concluded.
Follow up
We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will continue to monitor information we receive about the service, which will help inform when we next inspect.