Background to this inspection
Updated
5 January 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 inspection team consisted of two inspectors and one Expert by Experience who made phone calls to people and relatives. 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 two managers registered with the Care Quality Commission. Registered managers and providers 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 22 November 2021 and ended on 9 December 2021. We visited the office location on 9 December 2021.
What we did before the inspection
We reviewed information we had received 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.
The inspection
When we contacted the service to announce our inspection, the provider told us they were out of the country so we delayed our visit to the office. We continued as planned with phone calls to people and their representatives on 29 November 2021. The expert by experience spoke with two people who use the service and six relatives to gather their feedback on the quality of care provided.
During this period the provider sent us additional information by email, as requested. We sought feedback from the local authority and professionals who work with the service and received feedback from two professionals. We had contact with 10 staff with feedback on the service.
During our office visit on 9 December 2021 we spoke with the registered manager and the provider who was also the nominated individual and a registered manager. A nominated individual is responsible for supervising the management of the service on behalf of the provider. In the report they are referred to as “the provider.”
We reviewed a range of records relating to the management of the service, including three people’s care records, three staff files, training and quality assurance records.
Updated
5 January 2022
About the service
Ablecross Limited is a domiciliary care agency providing personal care to people in their own homes. At the time of inspection, the service was providing care to 13 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
We received positive feedback about the service from all the people and representatives we spoke to. In particular, they told us they appreciated how person-centred the support was. A relative said, “During the pandemic [Person] shut down. Now they have opened up and become a happy soul. Ablecross have brightened up their day, its complete rounded care.”
There were regular and practical checks to monitor the quality and safety of the service. The registered manager was purchasing a new electronic system which would increase oversight and support the provider to grow the service in a sustained and safe manner. The registered manager took prompt action when concerns were raised and used the learning to improve the service. They were improving how they recorded and demonstrated the actions they had taken in response to concerns and quality checks.
The registered manager skilfully minimised risk across the service. Risk assessments were personalised, and care plans provided staff with clear guidance on how to support people safely. Safeguarding practices protected people from the risk of abuse. Staff supported people to take their medicines safely, and as prescribed.
The registered manager minimised the risk of infection from COVID-19. They had supported people and staff well throughout the pandemic.
There were enough safely recruited staff to support people safely. Staff were well organised in small clusters to ensure people received personalised care. Staff were well supported and told us they were proud to work for the service. Staff received detailed guidance and training to help them support people in a person-centred manner, in line with their preferences.
People received the necessary support to eat and drink. Staff worked well with external professionals to promote people’s wellbeing, referring for support when necessary. Professionals told us staff worked effectively with them to help people achieve positive outcomes.
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.
The provider promoted a caring culture which ensured people received highly personalised and flexible care. Staff supported people in a respectful manner, promoting their independence and choice. Staff communicated with people in a way they understood.
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 03/07/2020 and this is the first inspection.
Why we inspected
This was a planned inspection of a newly registered 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.