Background to this inspection
Updated
5 August 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 an 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.
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.
The registered manager was also one of two directors of the provider company.
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 available to support the inspection. Inspection activity started on 30 June 2022 and ended on 6 July 2022.
What we did before the inspection
We reviewed information we had received about the service since registration with CQC. We sought feedback from the local authority. We also 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 this information to plan our inspection.
During the inspection
We spoke with three people who used the service and six relatives about their experience of the care provided. We also had contact with eight members of staff including the registered manager, director, franchise support manager and five care workers. We reviewed a range of records. These included three people's care and medication records, staff records in relation to recruitment and staff supervision and a variety of records relating to the management of the service.
Updated
5 August 2022
About the service
Live Long Live Well Ltd (also known as Heritage Healthcare Trafford and Cheshire) is a domiciliary care service which provides personal care to adults living in their own homes. There were 16 people being supported with the regulated activity of personal care at the time of our inspection.
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
A strong person-centred inclusive culture was reflected in all aspects of the service.
People experienced an exceptionally responsive service that was tailored to their individual needs and wishes. There had been some simple but innovative reasonable adjustments to promote people's independence and ensure their care needs were always met. Staff were attentive to people's preferences and suggested practical ideas to improve their quality of life.
People, relatives and staff praised the quality and leadership of the service. They felt the management team were friendly, readily available and supportive. The registered manager encouraged them to give feedback and suggestions, which were promptly acted upon.
People were placed at the heart of their care plans to ensure care delivered was person-centred. People were supported to plan for and have a dignified, comfortable death in their own home. We saw many examples of how staff went above and beyond to improve people's lives and work together with people to achieve the very best possible outcomes.
Systems were in place to ensure people were safeguarded from abuse. Risks to people were assessed, monitored and managed. Call timings were organised so there was enough time for people to have any support they needed with preparing and eating meals.
Value based recruitment was followed and there were sufficient staffing levels in place to meet people’s needs. Medicines were administered safely. People were well protected by robust infection prevention and control measures. Incidents were reviewed, lessons learned, and improvements identified and shared.
All of the people and their relatives we spoke with praised the staff highly for their caring and kind natures. Many small acts of kindness and thoughtfulness made people feel happier and well cared for.
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.
Governance systems were robust and the management team analysed findings to continually make improvements to the service. Any issues with performance or quality were picked up straight away and acted on to prevent a reoccurrence.
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 1 April 2020 and this is the first inspection.
Why we inspected
Why we inspected This was a planned inspection based on the date the service was first registered
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.