More-Energy Care Services Ltd

Updated 6 May 2022

The inspection

We carried out this performance review and assessment under Section 46 of the Health and Social Care Act 2008 (the Act). We checked whether the provider was meeting the legal requirements of the regulations associated with the Act and looked at the quality of the service to provide a rating.

Unlike our standard approach to assessing performance, we did not physically visit the office of the location. This is a new approach we have introduced to reviewing and assessing performance of some care at home providers. Instead of visiting the office location we use technology such as electronic file sharing and video or phone calls to engage with people using the service and staff.

Inspection team

The inspection was completed by 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 the registered manager would be available to support the inspection. We also needed to gain consent to contact people using the service, relatives and staff by telephone and email.

Inspection started on 23 March 2022 and ended on 08 April 2022.

What we did before the inspection

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 also looked at other information we had received about the service from the provider. We used all of this information to plan our inspection.

During the inspection

This performance review and assessment was carried out without a visit to the location’s office. We used technology such as video, telephone calls and emails to enable us to engage with people using the service and staff, and electronic file sharing to enable us to review documentation.

We reviewed a range of records. This included care records, risk assessments, staff training, supervision and recruitment files. A variety of other records relating to the management of the service, including the providers policies and procedures.

We spoke with the relative of a person using the service about their experience of using the service. We spoke with registered manager and received written feedback from two staff on their experience of working for the service.

Updated 6 May 2022

About the service

More-Energy Care Services Ltd is a domiciliary care service. It provides care for people living in their own houses and flats to enable them to live as independently as possible. 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 the inspection, one person had been receiving personal care support from the service since September 2021.

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

People were supported by regular care staff that had built trusting and supportive relationships with people using the service. We received positive comments such as, “The rapport [Family member] has with the staff is great. [Family member] feels comfortable with the staff, we are the lucky ones, the staff’s whole approach to providing care and support for [Family member] is very comforting.”

Risks to people’s health and wellbeing were assessed. Care plans and risk assessments provided staff with information and guidance on how to safely manage the risks. Where the provider took on the responsibility people’s medicines were safely managed. Infection control practice was embedded into the service.

Staff received safeguarding training and understood their roles and responsibilities in protecting people from all forms of abuse and avoidable harm. They were safely recruited, and effective training and support systems were in place to ensure they fulfilled their roles and responsibilities. The staffing arrangements ensured people received care and support according to their assessed needs.

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. People’s independence was promoted, and their privacy and dignity were respected by staff.

People and their relatives were involved in the planning and reviews of their care. Staff worked with other healthcare professionals to ensure people were supported to live healthier and independent lives and to achieve positive outcomes.

People's individual communication needs had been assessed and planned for. Staff had received end of life training, although at the time of our inspection, no people required end of life care.

The provider had a complaint policy and relatives told us they felt confident to raise any issues, concerns or complaints. People’s views were sought to help drive improvement. The staff worked in partnership with health and social care professionals to ensure people received care following a consistent approach.

The registered manager was committed to providing a service that promoted person centred care. Systems and processes were in place to continually monitor quality and safety and oversight of the service. The registered manager understood their legal responsibilities and continually worked towards driving improvement at the service.

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 17 September 2020 and this is the first inspection.

Why we inspected

This was a planned inspection based on the provider’s registration date.

This was an ‘inspection using remote technology’. This means we did not visit the office location and instead used technology such as electronic file sharing to gather information, and video and phone calls to engage with people using the service as part of this performance review and assessment.

Follow Up

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