Background to this inspection
Updated
6 November 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.
Inspection team
The 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 homes.
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 registered manager 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider/registered manager would be available to support the inspection.
Inspection activity started on 28 September 2021 and ended on 14 October 2021. We visited the office location on 01 October 2021.
What we did before inspection
We reviewed information we had about the service since it was registered. We requested feedback from external professionals who work with the service. The provider had completed a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this information into account when we inspected the service and made the judgements in this report.
During the inspection-
We received feedback from two people who used the service and two relatives about their experience of the care and support they received. We spoke with the registered manager, deputy manager, and the newly appointed care manager. We received feedback from four external professionals who have experience and or knowledge of the service. We received feedback from five staff members. We reviewed a range of documents relating to various aspects of the service. This included two people’s care records, various risk assessments and medication records. We spoke to staff about the recruitment process, support arrangements and training. We reviewed a variety of records relating to the overall management of the service, including surveys, quality assurance, staff rotas and the statement of purpose.
After the inspection
We reviewed information provided throughout the inspection process and sought clarification from the management team to validate evidence found.
Updated
6 November 2021
About the service
Luna Care Services is a domiciliary care service providing personal care to people living in their own homes. It provides a service primarily to older adults, some of whom are living with dementia. At the time of the inspection 11 people were being supported by 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
There were well developed effective systems and processes in place to help ensure that people were kept safe.
Risks were assessed and where any risks were identified, measures put in place to mitigate them. Effective infection prevention and control (IPC) systems were in place which helped keep people safe. Staff were well trained and competent in their roles.
There were enough staff to support people at their preferred times. The registered manager always considered capacity before taking on a new care package. The staff knew people well and effectively met their needs. Staff received regular training that supported them in their role.
The service operated an open and transparent culture which was inclusive. The management team and staff had open conversations and shared learning and experiences in a 'safe space'.
People had 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 were treated as individuals and people were supported in a non-discriminatory way. The service was person-centred and staff respected people’s privacy and dignity. People told us the staff were always respectful and helped them to remain as independent as possible.
No concerns had been received. Staff and the management team continually monitored the quality of the service. This meant they were able to tweak any concerns before it became a complaint. The service had received numerous compliments and testimonials regarding the excellent standard of care people received.
The registered manager understood their regulatory responsibilities. Staff were supported in their role to be open and honest by promoting the provider’s values. People were asked for feedback on a regular basis and had a say in how the service was run and managed.
There were robust quality assurance systems in place which were used to consistently drive improvements and maintain good quality care. The management team worked in partnership with other professionals so people received holistic care.
Rating at last inspection
This service was registered with us on 07 February 2020 and this is the first inspection.
Why we inspected
This was a planned inspection based on the date of registration with CQC.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
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.