Chandlers Homecare Limited

Updated 23 April 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 Health and Social Care Act 2008.

Inspection team

The inspection team consisted of one inspector and one 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.

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

We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 7 March 2022 and ended on 22 March 2022. We visited the location’s office on 15 March 2022.

What we did before the inspection

We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make.

We used all this information to plan our inspection.

During the inspection

When we contacted the service to announce our inspection, the provider told us they were not available, so we delayed our visit to the office. During this period, the provider sent us additional information via email, as requested. We received feedback from two family members and five staff.

During our visit on 15 March 2022, we spoke with the registered manager and care co-ordinator.

We reviewed a range of records relating to the management of the service, including two people’s care records, two staff files and training records.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at another person’s care record and spoke with eleven people and their families. We spoke with one member of staff.

Updated 23 April 2022

About the service

Chandlers Homecare is a domiciliary care agency providing personal care to people in their own homes. At the time of our inspection there were 16 people using 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

Although actions were taken when incidents occurred, there was room for improvement in how investigations were documented and learning shared.

We have made a recommendation about learning from incidents.

Appropriate recruitment checks were not always carried out.

We have made a recommendation about the recruitment of staff.

There was a lack of systems and processes to ensure oversight and governance of the service and people had not been asked for feedback on the care they received.

There were enough staff to care for people safely. People were supported with their medicines as prescribed. There were practical and effective systems to manage risks from COVID-19. There were systems and processes to safeguard people from the risk of abuse.

The registered manager promoted a caring culture which ensured people received personalised and flexible care. Care plans and risk assessments provided staff with guidance to support people safely and meet their needs. Staff received training to ensure that they had the skills and knowledge to provide people with person-centred care in line with their preferences.

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 told us they were treated with dignity and respect. Staff were caring, kind and considerate. Care plans included people’s goals and what was important to them. They were involved in their care arrangements and able to make decisions about how care was provided.

Staff communicated with people in ways they could understand. People knew how to complain if required. End of life care was provided if needed.

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 6 December 2019 and this is the first inspection.

Why we inspected

This inspection was prompted by a review of the information we held about this service.

We have found evidence that the provider needs to make improvements. Please see the well led section of this full report.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.