Denise Care Limited

Updated 24 September 2021

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 one inspector.

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 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 31 August 2021 and ended on 9 September 2021. We visited the office location on 2 September 2021.

What we did before the inspection

We reviewed information we had received about the service. We sought feedback from the local authority and professionals who work with the service. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report. We used all of this information to plan our inspection.

During the inspection

We spoke with three relatives of people who used the service about their experience of the care provided. Due to communication difficulties, it was difficult to speak to people directly. We were assured that people's voice was conveyed through good feedback from their loved ones who observed the support given. We spoke with three members of staff including the registered manager, nominated individual and one care worker. The nominated individual is responsible for supervising the management of the service on behalf of the provider.

We reviewed a range of records. This included three people’s care records and multiple medication records. We looked at one staff file in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including audits and logs were reviewed

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 professional who had worked with the service recently.

Updated 24 September 2021

About the service

Denise Care Limited provides personal care for people in their own homes, most of whom were older 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. At the time of this inspection the service was providing personal care to four people.

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

Family members told us people were supported safely. Due to communication difficulties, we were unable to speak directly to people. Family members consistently shared positive feedback about the care their loved ones received. Staff demonstrated an understanding of safeguarding processes and relatives were confident they could report any concerns to the registered manager.

People’s specific risks had been assessed and managed safely. People were supported by staff who understood their needs and could access essential information to keep people safe. This was monitored by the registered manager and provider. People received support from staff who were recruited and inducted safely this included shadow working with the registered manager. People were supported to take medicines safely; staff were trained and the provider had systems in place which monitored this. Infection risks to people were assessed and relatives told us staff wore PPE to keep people safe.

Relatives confirmed peoples care and treatment was assessed holistically, support was effective and promoted a good quality of life. People were supported by staff who had the knowledge and skills relevant to their role.

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.

Relatives shared their views on the experience of people and told us staff were kind and caring and focussed on the individual. People and relatives were encouraged to feedback their views of the care.

People received support which was personalised and care plans provided evidence of how peoples choices had been incorporated in their support. Relatives were confident they could raise concerns with the registered manager.

People were supported by a service which demonstrated and promoted a person-centred culture and leaders consistently demonstrated this ethos. Quality assurance systems were in place and ensured people received good quality support. People benefitted from a service whose open partnership working was clearly visible in their everyday work.

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

This service was registered with us on 09/09/2020 and this is the first inspection.

Why we inspected

This is the first inspection for this 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.