Background to this inspection
Updated
3 August 2023
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
One inspector carried out an inspection onsite and an Expert by Experience made calls to people and relatives. 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 provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.
At the time of our inspection there was a registered manager in post.
Notice of inspection
We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure the registered manager would be in the office to support the inspection.
Inspection activity started on 19 July 2023 and ended on 20 July 2023. We visited the location’s office on 19 July 2023.
What we did before the inspection
We reviewed information we had received about the service. 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 2 people who used the service and 5 relatives about their experience of the care provided. We spoke with 4 members of staff including the registered manager and care staff.
We reviewed a range of records, including 3 people's care records. We looked at 3 staff files in relation to recruitment and staff support and a range of records relating to how the service was operated and managed.
Updated
3 August 2023
About the service
TruCARE UK Ltd is a domiciliary care agency providing personal care to older and younger people, people living with dementia, mental ill health, sensory impairments, or physical disabilities. At the time of our inspection there were 14 people receiving personal care from 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 experience of using this service and what we found
People felt safe. Staff were recruited safely, experienced and knew how to keep people safe from harm. Risk assessments for people and their homes were in place. Medicines were administered safely by staff who were trained to do this.
People received effective care from staff who received an induction. Care plans contained enough detail for care to be provided and considered people’s cultural needs and preferences. Managers ensured staff were competent and confident in their roles, so people received safe care.
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 care which was person centred. People’s care was delivered by a regular group of staff who knew them well. Staff went above and beyond their normal duties to ensure people had everything they needed. Feedback from people and their relatives was extremely positive about the care being provided.
Staff were responsive to the needs of each individual. They spent time getting to know people so they could understand how to communicate with them. Visits were not rushed, and people had the time to chat to staff and be fully involved in the way their care was provided.
The service was well managed. The registered manager had good oversight of the service and ensured staff were well supported. People and staff described the service as being part of a ‘family’.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for the service at the previous premises was Good, published on [03 July 2019].
Why we inspected
This inspection was prompted by a review of the information we held about this service.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.