Archived: Phoenix Care

Updated 6 November 2019

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 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

This inspection was announced. We gave the service 48 hours notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 1 October 2019 and ended on 3 October 2019.

What we did before the inspection

We reviewed information we had received about the service since registration. This included details about incidents the provider must notify us about, such as abuse. We checked for feedback from local authorities and commissioning bodies.

During the inspection

We spoke with nine people who used the service about their experience of the care provided. We spoke with two members of staff and the registered manager and provider.

We reviewed a range of records. This included three people's care records, two 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.

Updated 6 November 2019

About the service

Phoenix care is a domiciliary care service, providing personal care and support to people in their own homes. 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. At the time of our inspection, 35 people were receiving a regulated activity.

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

People were safe and protected from potential abuse. People were supported by a team of staff who they knew well.

The provider carried out recruitment checks on new staff to ensure they were suitable to work in people's homes. People received the support they needed to take their medicines.

Staff were competent to provide people's support. People received the help they needed to enjoy their meals and drinks. The registered manager assessed the support people required to ensure the service was suitable to meet their needs.

Staff included people in decisions about their care and respected people's rights. 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.

Staff treated people in a kind and caring way. People valued the service they received and the support the staff provided. The staff treated people with respect and helped them to maintain their independence and dignity.

People knew how they could raise any concerns and were confident the registered manager would resolve any issues they had.

The service provided the support people and their families needed as individuals reached the end of their lives.

The registered manager and provider had good oversight of the service. People knew them and were comfortable speaking to them. The registered manager was committed to providing person-centred care that focused on each individual and enhanced their life. The registered manager used formal and informal ways to gather people's feedback and used this to improve the service they received.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk.

Rating at last inspection

The last rating for this service was Good (published 13 April 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our inspection programme. If we receive any concerning information we may inspect sooner.