Phoenix Care Support Services Also known as Metloc Business Centre

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.