Background to this inspection
Updated
14 April 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 Health and Social Care Act 2008.
Inspection team
The service was inspected 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
We gave the service 24 hours’ notice of the inspection. This was because the service was small and people are often out and we wanted to be sure there would be people at home to speak with us.
What we did before the inspection
We reviewed information we had received about the service since they registered with CQC. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.
During the inspection
We spoke with the registered manager and the nominated individual. The nominated individual is responsible for supervising the management of the regulated activity provided. We reviewed a range of records. This included four people's care records and four people's medicines records. We looked at 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 viewed.
After the inspection
We continued to seek clarification from the provider to confirm evidence found. We looked at client support plans and risk assessments. We spoke with eight relatives about their experience of the service. We contacted nine professionals who worked with the service, and we received feedback from three. We spoke with five staff members.
Updated
14 April 2022
About the service
New Generation Healthcare UK Ltd is a domiciliary care service providing personal care and support for people in their own homes. The majority of people receiving support had their care funded by the local authority. At the time of the inspection the service provided support for approximately 26 people.
People’s experience of using this service and what we found
Risk to people were not always assessed and planned for. The provider needed to ensure that risks regarding specific health care conditions were assessed, and staff had the correct information to care for people in a safe way. Medicines were not recorded in line with the provider’s policy. People were not always notified when care staff were running late.
The provider did not have effective quality assurance systems in place to monitor, manage and improve service delivery. Care plans were not always person centred and did not provide consistent information. This meant staff did not always know important information about people.
People were not always supported to have maximum choice and control of their lives and staff did not always support them in the least restrictive way possible and in their best interests; the policies and systems in the service did not always support this practice.
Staff understood the provider's safeguarding policies and were familiar with the reporting procedures. Staff had access to appropriate personal protective equipment (PPE) to help prevent the spread of infection.
Most people were happy with the care they received, and they felt care workers were considerate. People's privacy was respected, and their dignity was maintained. People told us they felt safe and that the registered manager was kind and caring. Staff felt supported by the registered manager.
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 20 December 2020, and this is the first inspection.
Why we inspected
This inspection was prompted by a review of the information we held about this service.
Enforcement
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 will continue to monitor the service and will take further action if needed.
We have identified breaches in relation to person centred care, safe care and treatment, consent, and good governance. Please see the action we have told the provider to take at the end of this report.
Follow up
We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will continue to monitor information we receive about the service, which will help inform when we next inspect.