The Great Care Company - York

Updated 24 June 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.

As part of this inspection we looked at the infection control and prevention measures in place. This was conducted so we can understand the preparedness of the service in preventing or managing an infection outbreak, and to identify good practice we can share with other services.

Inspection team

One inspector and an Expert by Experience carried out this inspection. 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 had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the agency is run and for the quality and safety of the care provided.

Notice of inspection

We gave a short period of notice for the inspection because of COVID-19. We had to arrange safe working procedures for our inspection.

Inspection activity started on 11 May 2021 and ended on 14 May 2021. We visited the office location on 11 May 2021.

What we did before the inspection

We reviewed information we had received about the agency since the last inspection. We sought feedback from the local authority who work with the agency. 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 agency, what the agency does well and improvements they plan to make. We took this into account when we inspected the agency and made the judgements in this report. We used all of this information to plan our inspection.

During the inspection

The Expert by Experience spoke with three relatives and nine people about their experience of the agency. The inspector spoke with the registered manager, the nominated individual, and three care workers. The nominated individual is responsible for supervising the management of the service on behalf of the provider.

We reviewed a range of records. This included three people’s care records and five people’s medicine records. We looked at three care worker files in relation to recruitment, training and 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 registered manager and nominated individual to validate evidence found.

Updated 24 June 2021

About the service

The Great Care Company - York is a domiciliary care agency, providing care and support to people living with physical disabilities, or dementia and older people.

At the time of our inspection there were 32 people who received a personal care support package.

Not everyone who used the agency received personal care. The Care Quality Commission (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’s wellbeing and happiness were made a priority by the provider, who exceeded contractual obligations to ensure people’s independence, welfare and social/emotional needs were promoted and provided for. The leadership team sought creative ways to provide a personalised service and had achieved excellent results through exploring best practice and professional support and implementing it to enhance people's lives.

People received exceptional care from friendly, kind care workers who understood their individual care needs and preferences. They were provided with flexible and responsive support, which promoted their diverse personal, cultural, social and emotional needs.

The care workers were highly motivated and were actively involved in and contributed to the continuous improvements in care and support. The provider and registered manager were dedicated to providing individualised care that met the highest of standards and promoted people's independence and quality of life.

Communication within the agency was excellent at all levels and encouraged mutual respect between care workers and people who used the service. People received exceptionally effective care. Care workers collaborated with people and relatives to find out people's interests and needs so they could provide person-centred, tailored packages of care that had a positive impact on outcomes for people.

There was a truly holistic approach to assessing, planning and delivering care and support. Each person who used the service had a personal plan linked to their preferences and needs. Their wishes and choices were recognised and valued, and people received excellent support to achieve a full and satisfying way of life. Care workers were caring, kind and compassionate with people, recognising them as individuals and treating them with respect and dignity.

Care workers knew how to recognise and report any concerns to keep people safe from harm. Recruitment practice was safe.

People said their care workers were skilled and competent. Care workers had received appropriate induction, training and support to enable them to carry out their role.

Care workers worked collaboratively with local health and social care services to ensure people had access to any support they required. Systems were in place to ensure effective infection prevention and control. People's medicines were managed safely in line with their individual needs and preferences.

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

The provider and registered manager provided open, democratic leadership and were respected and admired by their staff. An effective auditing process was in place to monitor the quality and safety of service provision. There was organisational learning from significant incidents and concerns/complaints were well managed.

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 25 November 2019 and this is the first inspection.

Why we inspected

This was a planned inspection based on the fact this is a new service and yet to be rated.

We looked at infection prevention and control measures under the Safe key question. We look at this in all care home inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to COVID-19 and other infection outbreaks effectively.

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.