Background to this inspection
Updated
22 September 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
This inspection was carried out by two inspectors.
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 2 August 2021 and ended on 10 August 2021. We visited the office location on 2 August 2021.
What we did before the inspection
We reviewed information we had received about the service since it was registered. 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. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.
During the inspection
When we visited the office, we spoke to the registered manager, the director, the head of training and the quality compliance officer.
We reviewed a range of records. This included three people’s care and medication records. We looked at three staff files in relation to recruitment and staff supervision. A variety of records in relation to the management of the service, including policies and procedures were reviewed.
After the inspection
After the inspection we spoke with five people who used the service and/or their relatives by telephone to get their views of the care provided. We also spoke to two care staff by telephone. We reviewed care records that had been updated in response to feedback on the day of the visit and sought clarification from the registered manager to validate evidence found. We looked at training data and infection control policies.
Updated
22 September 2021
About the service
FirstCare-Warwickshire is a care agency providing personal care and support to people living in their own homes. At the time of the inspection the service was providing personal care to 29 people.
Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is to 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 felt safe and trusted staff. Risks to people’s health and safety were assessed and staff knew how to support people to keep them safe. Medication was administered safely. Carers had received training to recognise and report signs of abuse.
Safe recruitment processes were in place and staff received a thorough induction to familiarise themselves with the expectations of the role and the values of the service. They received good quality training and supervision to help them acquire the skills and knowledge to fulfil their role and responsibilities.
People told us staff were caring and knew their needs and preferences well. People were treated with dignity and respect and their independence was promoted and encouraged by staff.
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 needs were assessed before the service provided them with care or support. Care plans were developed from these assessments and gave guidance to staff about people’s needs and preferences. People and their relatives, where appropriate, were involved in this process.
The service had failed to notify CQC of incidents in line with legislation. Once highlighted to the manager, these notifications were submitted immediately. The registered manager was open and transparent and promoted a person-centred culture within the service. Systems and processes were in place to monitor the quality of the service, and to seek the views of the people who used it. However, these processes had not identified the issues highlighted by inspectors during this inspection.
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 20/01/2020 and this is the first inspection.
Why we inspected
This was a planned inspection as the service was unrated.
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.