Background to this inspection
Updated
13 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 was carried out by one inspector.
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 24 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.
What we did before the inspection
The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make.
We reviewed the information we already held about the service. This included their registration report and notifications. A notification is information about important events, which the provider is required to tell us about by law. We used all of this information to plan our inspection.
During the inspection
We reviewed a range of records. This included three people’s care 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. We spoke with two members of staff including the registered manager and a senior care worker.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We looked at training data and a variety of policies and procedures. We spoke by telephone with person who used the service, two relatives, and two members of staff. We also spoke with a professional who regularly visits people who use the service.
Updated
13 April 2022
About the service
Phoenix Care Support Services is a domiciliary care service. It provides care for people living in their own houses and flats. People are supported in their own homes so that they can live as independently as possible. At the time of this inspection, the service was providing personal care to five people.
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
People were not always supported in a way that was safe. We found concerns with the management of risks to people including risks associated with medical conditions such as behavioural challenges and diabetes. Medicines administration records (MARs) were poorly maintained and not in line with best practice.
Pre-admission assessments and care plans were not robust to ensure people's preferences with support and care were captured. Care plans did not record people's preferences regarding personal care or what people liked to eat or drink. Care plans did not include how staff should communicate with people effectively.
Robust quality assurance systems were not in place to identify shortfalls and take prompt action to ensure people received safe and effective care at all times.
People had the privacy they needed and were treated with dignity and respect. They were supported to be as independent as possible. Confidentiality of people's personal information was maintained. There was a complaints procedure which provided information on the action to take if someone wished to make a complaint and what they should expect to happen next. Staff were aware of their roles and responsibilities and felt supported by the management team.
Staff followed infection control procedures and people were protected from the risk of infections such as COVID-19. Staff were safely recruited and had the relevant training and qualifications. People and relatives told us staff were caring and they were treated with respect.
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
This service was registered with us on 20 January 2020 and this is the first inspection.
Why we inspected
This service had not previously been inspected and we wanted to check that people were receiving safe care and support.
Enforcement and Recommendations
We have identified breaches in relation to safe care and treatment, good governance and person-centred care at this inspection.
Please see the action we have told the provider to take at the end of this report.
Follow up
We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will continue to monitor information we receive about the service, which will help inform when we next inspect.