Shiloh Healthcare Services Ltd

Updated 25 June 2022

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

This inspection was completed by one inspector.

Service and service type

Shiloh Healthcare Services Ltd is a domiciliary care agency. It provides personal care to people living in their own houses, flats and specialist housing, who at the time of the inspection lived in Derby and Derbyshire. The service was supporting five service users. There was a registered manager at the time of this inspection. The registered manager was also the provider. Both roles 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 one day’s notice of the inspection. This was because we needed to be sure that arrangements could be made for us to review records in the office.

Inspection activity started on 7 June 2022 and ended on 10 June 2022. Phone calls were made to people and their relatives on 8 June 2022. We spoke with care staff on 8 and 9 June 2022. We visited the office location on 7 June 2022. We continued to review evidence the registered manager sent us until the 10 June 2022.

What we did before the inspection

We used information received about the service since it registered with the Commission. The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We reviewed a range of records including the relevant sections of three people’s care records and two people’s medicine records. We looked at three staff files in relation to recruitment. We reviewed other records related to the management and governance of the service, including policies, quality audits and staff training records.

We spoke with three relatives of people who used the care service. We spoke with three care staff and the registered manager. We spoke with one healthcare commissioner.

What we did after the inspection

We continued to seek clarification from the provider to validate evidence found.

Updated 25 June 2022

About the service

Shiloh Healthcare Services Ltd is a domiciliary care service. It provides care for people living in their own houses and flats. People are supported in their own homes so that they can live as independently as possible. CQC regulates the personal care and support. There were five people who received personal care at the time of the inspection. 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

Some improvements were required to the provider’s records relating to the management of the service and people's care records. Audit processes had sometimes, but not always led to improvements. The provider had policies in place for the duty of candour and for other governance and management functions of the service. Processes were in place to ensure any accidents and incidents were reported and investigated. Person-centred care was promoted by the service and people, relatives and staff were engaged and involved.

There were enough staff to meet people’s needs and staff had enough time to care for people safely. Checks had been made on the suitability of staff to work in care. Checks were in place to ensure people’s medicines were administered safely and risks from infection reduced. People’s care needs were assessed, and their safety monitored. Systems were in place to help reduce the risk of abuse.

People’s care needs were assessed. Staff were trained and supported to provide care that met people’s identified care needs. Where care staff helped people with their meals and drinks, care plans identified their preferences and needs. Care staff worked effectively with other health care professionals involved in people’s care.

People were supported to have maximum choice and control of their lives and care staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Care staff were described as calming, soothing and happy. People’s privacy and dignity was respected, and their independence promoted. People were supported to express their views, and these were reflected in their care plans.

People had control over their care and their choices were respected. People’s communication needs were met. Care staff had developed positive relationships with people and their relatives. Care staff supported people with any advance care plans where they had chosen to discuss this with staff. Complaints processes were in place to ensure any complaints were investigated and resolved.

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 27 September 2019 and this is the first inspection. The service has not operated continuously since it first registered. It re-started providing personal care in November 2020.

Why we inspected

This was a planned inspection based on the date of registration.

Follow up

We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.