Peacocks Care Services Limited

Updated 25 March 2020

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 inspection was carried out by one inspector.

Service and service type

Peacocks Care Services is a domiciliary care service. It provides personal care to people living in their own houses and flats.

The service had a manager registered with the Care Quality Commission. The registered manager is also the nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider.

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

What we did before the inspection

The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.

During the inspection

We spoke with one person and one relative of a person who used the service by telephone to obtain their views on the care people received. We spoke with two members of staff and the registered manager, who is also the nominated individual. We also spoke to the company secretary.

We reviewed a range of records. This included two people’s care records, medication records, a variety of records relating to the management of the service. We also looked at two staff files in relation to recruitment and training records.

Updated 25 March 2020

About the service

Peacocks Care Services Limited is registered to provide personal care to people in their own homes. At the time of the inspection two people were receiving personal care and support. 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

Peacocks Care Service is a new service and the management team were in the process of refining and embedding its policies and procedures. However, we found systems to monitor the quality and safety of the service had not always been effective in identifying where the registered provider needed to make improvements.

People received individualised care and support from regular staff that demonstrated detailed knowledge of people’s individual needs and how to keep people safe. However, there were not clear risk assessments for all risks to people and to give staff guidance on how to mitigate the risks. We also found that staff recruitment needed to be improved to ensure the providers polices were adhered to and to ensure they had employed suitable staff to support people safely.

People told us staff attended the calls at the appropriate time and stayed for the full duration of the call. At the time of the inspection no one was being supported with their medication. Staff followed infection control guidance and had access to personal protective equipment.

People’s nutritional needs were met, and people were supported to enjoy a choice of meals. People were supported to access healthcare professionals when required.

People were supported by staff who were kind and caring. People's privacy and dignity were respected by staff and their independence was encouraged.

Staff understood the importance of seeking and recording people’s consent before providing support. People were supported to have maximum choice and the policies and systems in the service supported this practice.

People's support needs were assessed and reviewed to ensure they received the support they needed. People and relatives told us they had not needed to make a complaint and were happy to speak to staff if they had any concerns.

Relatives and staff said the service was well managed and staff said they felt well supported to provide person centred care.

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 08 April 2019 and this is the first inspection.

Why we inspected

This was a planned inspection.

We have found evidence that the provider needs to make improvement. Please see the safe and well-led sections of this full report.

Enforcement

We have identified a breach in relation to Regulation 19, because recruitment polices had not been followed to ensure the provider employed suitable staff to support people safely. We also identified a breach of Regulation 17, because systems to monitor the quality and safety of the service had not always been effective at identifying where the registered provider needed to make improvements.

Please see the action we have told the provider to take at the end of this report.

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.