Background to this inspection
Updated
27 February 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
One inspector carried out this inspection.
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 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 the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 4 February and ended on 6 February 2020. We visited the office location on 4 February 2020. We carried out phone calls to people on 6 February 2020.
What we did before the inspection
We reviewed information we had received about the service since their registration with CQC. 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. We sought feedback from the local authority and professionals who work with the service. We used all of this information to plan our inspection.
During the inspection
We spoke with six people who used the service, nine relatives and one representative. We spoke with six members of staff including the regional operations manager, registered manager, team leader and care workers.
We reviewed a range of records. This included six people's care records and multiple medication records. We looked at three 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.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We asked five professionals for feedback. We received feedback from one professional.
Updated
27 February 2020
About the service
Carmel Care & Support is a domiciliary care agency. It provides personal care to people living in their own homes in the community. 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. At the time of this inspection, 78 people were receiving personal care from the service. People who use the service live in Brixham, Paignton and Torquay.
People's experience of using this service and what we found
People told us they were very happy with the service they received. Each person benefited from a small staff team who knew them well. People told us they had developed positive, caring relationships with their regular staff. Comments included “We get on, we’ve got a good rapport”, “They look after me very well” and “They’re all very good, you couldn’t have better carers”.
People felt safe and comfortable when staff visited them in their home. People were kept safe as potential risks had been assessed and managed.
People's needs were met by staff who had received regular training and support. Staff were highly motivated and well 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.
People received a personalised service to meet their specific needs, preferences and wishes. People were involved in making decisions about their care and supported to maintain their independence. People were treated with dignity and respect in a way that valued them as individuals.
Staff quickly identified people's changing needs and actions were taken. Staff supported people to access healthcare, when needed.
People benefited from a provider who placed an emphasis on delivering a high-quality service. Without exception, people and staff spoke highly of the service. The provider continually looked for ways to improve and was working with commissioners to focus on initiatives to drive improvement and provide high quality 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 the CQC on 15 March 2019 and this is the first inspection.
Why we inspected
This was a planned inspection based on the date the service registered with the CQC.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our reinspection programme. If we receive any concerning information we may inspect sooner.