Background to this inspection
Updated
24 July 2021
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 and one Expert by Experience who spoke with people on the telephone. 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. The service was also registered for nursing care; however, they were not providing nursing care to people at the time of the inspection.
The service had a manager registered with the Care Quality Commission. This means the provider and manager were legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave a short period notice of the inspection. We needed to be sure the provider or registered manager would be in the office to support the inspection. We also needed to arrange to speak with people and for documents to be sent to us.
Inspection activity started on 28 June 2021 and ended on 05 July 2021. We visited the office location on 28 June 2021.
What we did before the inspection
We reviewed information we had received about the service. We sought feedback from the local authority and professionals who work with the service. 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 used all of this information to plan our inspection.
During the inspection
We spoke with four relatives about their experience of the care provided. We spoke with four members of staff including the registered manager, provider, senior care worker and care worker.
We reviewed a range of records. This included three people’s care records. We reviewed medicines 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 looked at training data and quality assurance records.
Updated
24 July 2021
About the service
Everlasting Arms3327 Care Pvt Ltd is a domiciliary care service providing personal care to people living in their own home. At the time of the inspection, six people were using the service. Most people using the service were older 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
Feedback from relatives was positive. Comments from relatives included, “Out of all of the care companies so far, this agency is by far the best.”; “Carers are pretty good. She is safe” and “They're very understanding and cooperative.”
People were protected from the risk of abuse. There was enough staff to support people and people told us staff arrived on time. Staff knew how to support people safely where there were risks from health conditions or where equipment such as hoists were used.
Care plans contained detailed risk assessments. Risks to people’s health and wellbeing were addressed and mitigated. Environmental risk assessments were also in place, which identified and reduced any environmental risks to people and staff.
Robust recruitment processes were in place. This prevented unsuitable staff from working with people. Relatives told us staff were reliable and consistent. Staff were skilled in carrying out their role. The registered manager ensured staff were appropriately trained.
People told us they felt at ease with staff. People were cared for by staff who treated them with care, kindness, dignity and respect. Staff were committed to providing person centred care and respected people’s individual preferences.
People’s needs were assessed prior to receiving a service including their protected characteristics under the Equalities Act 2010.
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 example, Staff had the information they needed to support people to make choices. Staff knew people had the right to make unwise decision.
Staff and relatives told us that the service was well managed. A relative said, “I can speak to the manager anytime, he’ll ring me back if there is a missed call. He responds very well.”
The service worked in partnership with other organisations to improve outcomes for people where this was needed. The registered manager had oversight of staff performance. Spot checks were undertaken to ensure staff were following correct procedures and practices.
The service had an effective system in place to assess, monitor and improve the quality and safety of the services provided. Staff told us there was an open culture where they were kept informed about any changes to their role. Staff and people told us the registered manager was approachable and listened to their ideas and suggestions.
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 20 June 2019 and this is the first inspection.
Why we inspected
This was a planned inspection based on the length of time since the service registered with us.
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.