Pivot Care Group Limited

Updated 5 August 2022

We carried out this performance review and assessment under Section 46 of the Health and Social Care Act 2008 (the Act). We checked whether the provider was meeting the legal requirements of the regulations associated with the Act and looked at the quality of the service to provide a rating.

Unlike our standard approach to assessing performance, we did not physically visit the office of the location. This is a new approach we have introduced to reviewing and assessing performance of some care at home providers. Instead of visiting the office location we use technology such as electronic file sharing and video or phone calls to engage with people using the service and staff.

Inspection team

This inspection was undertaken by one inspector.

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 service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. 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.

At the time of our inspection there was a registered manager in post.

Notice of inspection

In line with our new approach we gave short period notice of this inspection and explained what was involved under the new methodology.

Inspection activity took place on 12 and 20 July 2022

What we did before the inspection

We looked at all the information we held about the provider, which included information they provided us when they were registered. On this occasion, 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

This performance review and assessment was carried out without a visit to the location's office. We used technology such as video calls to enable us to engage with people using the service and staff, and electronic file sharing to enable us to review documentation.

We spoke with one person's relative, one staff member and the registered manager. The person using the service was unable to speak with us due to their care needs. We reviewed records relating to the care provided, staffing and the management of the service.

Updated 5 August 2022

Pivot Care Group provides personal care and support to people in their own home. At the time of our inspection one person was receiving support with personal care. 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

Staff were kind and caring and knew people well. People and their relatives spoke highly of the service. A relative told us, “The carer is respectful, and I know that my loved one is safe.” People's views about their care were listened too and acted upon. People knew how to complain and felt able to raise concerns if they were dissatisfied. 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's care was planned and risks to their safety and wellbeing were assessed. Staff had completed safeguarding training and understood their role in identifying and reporting any concerns of potential abuse or poor practice. Procedures were in place to reduce the risk of infections and staff had enough personal protective equipment. The provider carried out pre-employment checks to ensure staff were suitable for the work they did.

The registered manager was aware of their requirements in line with their CQC registration. They had processes in place to monitor and improve the quality of service delivery, and regularly liaised with the person, relatives and staff to obtain their views and experiences of service delivery. The registered manager attended the local authority's provider forum to enable them to stay up to date with best practice guidance.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating

This service was registered with us on 4 February 2020 and this is the first inspection.

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.

This was an ‘inspection using remote technology’. This means we did not visit the office location and instead used technology such as electronic file sharing to gather information, and video and phone calls to engage with people using the service as part of this performance review and assessment.