Xperience Recruitment Limited

Updated 23 February 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 Care Act 2014.

Inspection team

The team consisted of one inspector and an Expert by Experience. 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.

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 a 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 present in the office to support the inspection.

The inspection activity started on 12 January 2022 and ended on 17 January 2022. We visited the office location on 12 November 2021.

What we did before the inspection

We reviewed information we hold about 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

We spoke with three people using service and eight relatives of people about their experience of the care provided. We reviewed a range of records. This included three 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.

After the inspection

We continued to request evidence and seek clarification from the provider to validate evidence found. We spoke with five members of staff.

Updated 23 February 2022

About the service

Xperience Recruitment Limited is a domiciliary care service. It is registered to provide personal care to people living in their own homes in the community.

At the time of the inspection there were 15 people receiving personal care and support. Not everyone using the service received personal care. The 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

Some people and their relatives were dissatisfied with the service in relation to people's care calls. This resulted from people experiencing late calls, a lack of consistency of staff and staff not staying for the allocated time of the care call. We raised this with the provider who reviewed their quality monitoring systems and contacted people to resolve the issue.

There were appropriate systems and processes for people to have a say in how the service should operate, and to identify their concerns. However, some people and their relatives were not confident in using the systems.

Staff had not always been recruited in a safe way as gaps in employment histories had not been checked. We raised this with the provider who immediately updated recruitment records.

Care records had not always included all necessary information about risks to people and how to mitigate those risks. However, staff were appropriately trained and knew how to respond to those risks. We found this did not have any impact on the quality of care provided to people. The provider took immediate action and updated care records.

Staff told us there was enough Personal Protective Equipment (PPE). However, some people’s relatives expressed their concerns about staff not wearing PPE correctly.

There were systems and processes in place to safeguard people from potential harm. Staff completed training about safeguarding people from harm.

People were supported to have maximum choice and control of their lives and staff provided them with care in the least restrictive way possible and acted in their best interests. The policies and systems in the service promoted this practice.

People described staff as caring and kind. People were involved in their care planning and made decisions to inform staff about their wishes and choices. Staff respected people's right to privacy and independence and aimed to meet their cultural needs with in a considerate and sensitive manner.

Staff had received an appropriate level of training and felt supported by their colleagues and manager. Staff enjoyed working at the service and felt valued by the provider.

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 25/03/2020 and this is the first inspection.

Why we inspected

This was a first inspection of the service.

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.