Gilbert Global Care Services

Updated 1 June 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 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 homes.

Registered Manager

This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. 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. At the time of the inspection there was a registered manager in post.

Notice of Inspection

We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure that the registered manager would be in the office to support the inspection. We visited the office on 12 and 14 May 2022.

What we did before the inspection

We reviewed information we had received about the service to plan our 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.

During the inspection

We spoke with the registered manager and the care coordinator. We reviewed a range of records including care and support plans for one person. We looked at records of recruitment, training and supervision for three members of staff.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at training data and quality assurance records. We spoke with one person who was receiving care to get their feedback about the service. We also received feedback from two care assistants about their role.

Updated 1 June 2022

About the service

Gilbert Global Care Services is a domiciliary care service which provides personal care to people living in their own homes. CQC only inspects where people receive support with personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of the inspection one person was receiving support with personal care.

People’s experience of using this service and what we found

People were not always protected from the risk of harm as risks were not always identified or mitigated. The provider had not assessed the risk of COVID-19. Staff did not conduct COVID-19 tests according to current government guidelines. The provider did not conduct the necessary recruitment checks.

People’s health and social care needs were assessed, and plans put in place to meet these. Staff received appropriate information and training. People’s nutrition and hydration needs were met. People were supported in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. Staff received induction, training and ongoing support to fulfil their role.

People told us the staff were kind and caring and knew them well. People were treated with dignity and respect, and they were supported to maintain daily living skills.

The provider assessed people’s communication needs. People had not been consulted about their end of life wishes. People told us they received care that met their cultural needs and personal preferences.

There were a range of quality assurance checks to ensure people received safe and effective care. The provider sought regular feedback from people about the care they received.

Rating at last inspection

This service was registered with us on 15 July 2020 and this is the first inspection.

Why we inspected

This was a planned inspection to provide a rating.

Enforcement and Recommendations

We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection.

We have identified a breaches in relation to managing risks and safe recruitment. We have made recommendations about consulting people about their end of life wishes. You can see what action we have asked the provider to take at the end of this full report.

Full information about CQC’s regulatory response to the more serious concerns found during inspections is added to reports after any representations and appeals have been concluded.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.