Background to this inspection
Updated
9 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
Our inspection was completed by one inspector and an Expert by Experience. 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 and specialist housing. The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
This inspection was announced. We gave the service 48 hours' notice of the inspection. This was because we needed to be sure the registered manager would be available to support the inspection. We also needed to obtain the consent from people using the service to be contacted by us to obtain feedback on their experience of using the service.
The inspection activity started on 26 April 2022 by visiting the provider's office to meet with the registered manager. We then made phone calls to people using the service and staff, and inspection activity ended on 4 May 2022.
What we did before the inspection
We reviewed the information we had received about the service since they registered with us, including any statutory notifications received. The provider completed a provider information return. This is information providers are required to send us with key information about their service, what they do well and improvements they plan to make. We used all of this information to plan our inspection
During the inspection
We spoke with the registered manager, deputy manager, care coordinator and a care worker. We reviewed a range of records including care and staff records and records relating to the management of the service. We spoke with 11 people using the service and their relatives about their experiences of the care provided. We continued to seek clarification from the provider to validate evidence found.
Updated
9 June 2022
About the service
The Healthcare Group (THCG) Ltd is a domiciliary care service providing personal care to people in their own homes. At the time of the inspection 41 people were receiving personal care, most of whom were elderly and required support to remain as independent as possible. 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 may not have been supported to have maximum choice and control of their lives because the provider did not always ensure the principles of the Mental Capacity Act 2005 (MCA) were followed in assessing people’s capacity in relation to specific decisions. Although there was no evidence people had been restricted, there was a risk that staff may not have supported people in the least restrictive way possible and in their best interests.
The registered manager understood their responsibility to notify CQC of significant events, such as allegations of abuse, as required by law, although there had not been any since the service registered with us. The provider also displayed their CQC rating as required by law. The registered manager and their management and staff team understood their role and responsibilities although knowledge of the MCA and its codes of practice could be improved. The registered manager engaged and consulted well with people using the service and staff. Staff felt well supported by the registered manager.
People received the right support in relation to risks, such as those relating to age and frailty. There were enough staff to support people safely and staff timekeeping was good. The provider checked staff were suitable to work with people through recruitment checks. Staff received training in infection control practices, including the safe use of personal protective equipment (PPE) to reduce the risk of COVID-19 transmission. People received the right support in relation to their medicines and the provider had good oversight of this through electronic systems in real-time.
Staff received the training and support they needed to meet people’s needs. People were supported to maintain their mental and physical health and to maintain contact with professionals involved in their care. People received food and drink of their choice.
People liked the staff who supported them and developed good relationships with them. People received consistency of care from a small number of staff who knew them well. People were supported to improve their independent living skills as far as possible and staff treated people with dignity and respect. People were involved people in their care and their care plans were based on their individual needs and preferences. People were encouraged to raise any concerns or complaints.
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 inspected on 4 June 2018 under a different provider and was rated good. This was the first comprehensive inspection since the service registered with us under a different provider.
Why we inspected
This inspection was prompted because the service required a comprehensive inspection as they registered with us on 28 November 2019.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.