Background to this inspection
Updated
5 November 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
Our inspection was conducted by 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.
At the time of our inspection there was a registered manager in post.
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 registered manager would be in the office to support the inspection.
Inspection activity started on 17 August 2022 and ended on 24 August 2022. We conducted our first visit to the service office on 17 August 2022.
What we did before the inspection
In planning our inspection, we reviewed information we had received about the service. This included any notifications (events which happened in the service that the provider is required to tell us about).
The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make.
During the inspection
As part of our inspection we spoke with the registered manager; the assistant manager and the nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider. We also spoke with two members of the care staff team and 17 service users and relatives.
We reviewed a range of written records including two people's care plan, staff recruitment and training records and information relating to the auditing and monitoring of service provision.
Updated
5 November 2022
About the service
Procare Domiciliary Services Ltd is a domiciliary care service providing personal care to people living in their own homes in the community, including older people and people living with dementia. At the time of our inspection there were 19 people using the service.
Not everyone who used the service received personal care. The Care Quality Commission (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
People were at the heart of the service and received exceptionally responsive, person-centred care which enabled them to live a life of their choosing. One person said, “Without this company I would be in a care home and I would rather die than do that. They are just wonderful. I wouldn’t be without them.”
Staff cared for people with exceptional kindness and compassion and promoted their right to make choices in every aspect of their lives. Staff worked in partnership with a local hospice to support people at the end of their life.
People were treated with dignity and respect and were supported to maintain their independence for as long as possible. Staffing resources were organised exceptionally well to provide people with continuity of staffing resulting in safe, consistent, responsive care. Staff worked together in a mutually supportive way and communicated effectively with a range of external organisations. Staff recruitment was safe.
Care planning systems were highly effective. Staff understood people’s individual care needs and preferences and used this knowledge to provide them with extremely responsive support. Training and supervision systems provided staff with the knowledge and skills they required to meet people’s needs. People received food and drink of their choice and people's medicines were managed safely.
Systems were in place to ensure effective infection prevention and control. Staff worked collaboratively with local health and social care services to ensure people had access to any support they required.
Staff were aware of people’s rights under the Mental Capacity Act 2005 and supported people to have maximum choice and control of their lives, in the least restrictive way possible and in their best interests. The policies and systems in the service supported this practice. The provider assessed and managed potential risks to people's safety and welfare. Staff knew how to recognise and report any concerns to keep people safe from harm.
The service was well-led. The registered manager and other senior staff provided hands-on leadership and were respected by their team. Staff enjoyed their work and were proud to work for the provider.
A range of audits was in place to monitor the quality and safety of service provision. There was organisational learning from significant events and the provider was exceptionally responsive to people’s queries and feedback. The provider was committed to continuous improvement whilst limiting growth to preserve the highly personal nature of the service provided.
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 20 November 2020 and this is the first inspection.
Why we inspected:
This was a planned inspection following registration.
Follow up:
We will continue to monitor information we receive about the service, which will help inform when we next inspect.