Background to this inspection
Updated
18 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 Health and Social Care Act 2008.
Inspection team
The inspection was completed by one inspector. An Expert by Experience made telephone calls to people who use the service. 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.
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
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 16 May 2022 and ended on 27 May 2022. We visited the location’s office on 20 May 2022.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. 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
We spoke with nine people who used the service about their experience of the care provided. We spoke with five members of staff including the registered manager, care manager and care workers.
We reviewed a range of records. This included two people’s care records and multiple medication records. We looked at three staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
Updated
18 June 2022
About the service
Daisies Care Consultants is a domiciliary care agency providing personal care to up to 20 people. The service provides support to 20 people. At the time of our inspection there were 18 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
Since our last inspection, the governance systems have improved where the service is no longer in breach of regulations. The registered manager had a strong oversight of the quality of the service, although more time is needed to embed systems and practices. The registered manager seeks feedback from people on their experience of care.
Staff were recruited safely, medication was administered in line with national guidance and staff managed the risk of COVID-19. People’s risks were assessed to minimise the risk of harm and lessons were learnt if something went wrong.
Staff had the necessary training in place to deliver safe care. There was a strong culture of the person being at the centre of decision making. Staff had a good understanding of the Mental Capacity Act.
People were treated with respect, dignity and kindness. Staff knew people’s wishes, preferences and routines well.
People had detailed plans of care to ensure staff provided the right support. The provider had a complaints policy which enabled people to raise any concerns they had. Staff had a good understanding of providing end of life care.
The registered manager and staff work with other agencies to ensure people receive the right care.
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.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection and update
The last rating for this service was requires improvement (published 5 November 2021). The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.
At our last inspection we recommended that the provider needed to review its approach to promoting best practice for people receiving end of life care, At this inspection we found care planning was much improved and, where appropriate, detailed people’s end of life wishes.
This service has been in Special Measures since 5 November 2021. During this inspection, the provider demonstrated that improvements have been made. The service is no longer rated as inadequate overall or in any of the key questions. Therefore, this service is no longer in Special Measures.
Why we inspected
This inspection was carried out to follow up on action we told the provider to take at the last inspection.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.