Archived: Revive Care Service - East London

Revive Care Service – East London is a domiciliary care service, providing personal care to people living in London.

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. On the day of the site visit, 97 people were receiving the regulated activity of personal care.

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

Risk assessments were not always detailed enough to provide staff with guidance for safe care or implemented effectively to help reduce risks to people. Care plans did not always provide relevant information. We have made a recommendation about care plans.

People were not always supported by enough staff. We received mixed feedback about staff punctuality and staff deployment from people who used the service and their relatives. People and their relatives told us they did not always receive a weekly rota of care staff and visit times.

Medicines was not always managed safely. The service did not check medicines records. Medicines administration records were not always clear and concise. Infection control procedures were not always followed. Staff confirmed they were provided with enough personal protective equipment such as masks and gloves. We have made a recommendation about infection control.

We were not assured the provider had effective systems and processes in place to ensure the safe running of the service.

People’s healthcare-associated risks were identified and assessed. People’s needs were assessed before they received care from the service. People’s needs were met by staff who were well trained and received regular support and supervision. People’s dietary needs were met effectively.

Most people and their relatives told us staff were caring and treated their family with respect and dignity. People and their relatives were involved in making decisions regarding their care. Staff were recruited safely.

People’s cultural and religious needs were respected when planning and delivering care. Discussions with the senior management and staff showed they respected people’s sexual orientation so that lesbian, gay, bisexual, and transgender people could feel accepted and welcomed in the service. The provider had a complaints procedure in place and people and relatives knew how to make a complaint.

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

Rating at last inspection

This service was registered with us on 23/11/2018 and this is the first rated inspection.

Why we inspected

The inspection was prompted in part due to concerns received about medicines, recruitment, staffing levels and missed call visits. A decision was made for us to inspect and examine those risks.

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 to keep people safe and to hold providers to account where it is necessary for us to do so.

We have identified three breaches of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 in relation to safe care and treatment, staffing and the overall governance of the service.

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 work alongside the provider and local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Revive Care Service (Head Office) is a domiciliary care agency registered to provide personal care. At the time of the inspection 108 people were receiving care.

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

Care plans and risk assessments were completed and reviewed for people. Staff took appropriate action to ensure people had the right support when their needs changed.

There was an effective infection prevention and control process in place. The service received support from local authorities and made sure that there was enough supply of personal protective equipment (PPE) available for staff. Staff had training in infection prevention and control.

Appropriate procedures were in place for managing people's medicines. Staff knew how to support people with their medicines.

There were enough staff at the service. However, staff sometimes arrived late at people’s homes and the registered manager was working hard to ensure that staff were always on time when supporting people. Staff recruitment processes were robust, which meant that people were supported by staff who were appropriately checked, trained and supported.

The manager worked in partnership with health and social care professionals. They attended various meetings, carried out audits and had undertaken spot checks to insure there was improvement at the service. The registered manager was developing a survey questionnaire to obtain feedback from people, relatives and professionals.

People, relatives and social care professionals were positive about staff and management.

Rating at last inspection

This service was registered with us on 23 November 2018 and this was the first inspection.

Why we inspected

The inspection was prompted in part due to concerns received about infection control and lack of PPE. A decision was made for us to inspect and examine those risks.

We found no evidence during this inspection that people were at risk of harm from this concern. However, we identified systems were either not in place or robust enough to demonstrate safety was effectively managed. We made a recommendation about staff punctuality.

Please see the Safe and Well-led sections of this full report.

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.