Phoenix All Care Ltd

Updated 10 May 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

This inspection was carried out by one inspector.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own homes.

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. They were also the provider.

Notice of inspection

We gave the service 24 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 6 April 2022 and ended on 11 April 2022. We made telephone calls to people and relatives on 6 April 2022 and visited the office location on 11 April 2022.

What we did before inspection

We reviewed information we had received about the service since registration. 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 two people who used the service and four relatives about their experience of the care provided. We received feedback from four members of staff including the registered manager, director and two care staff.

We reviewed a range of records. This included five person’s care records. We looked at two staff files in relation to recruitment. A variety of records relating to the management of the service, including audits, policies and procedures, training records and meeting minutes were reviewed.

Updated 10 May 2022

About the service

Phoenix All Care is a domiciliary care agency providing personal care to people living in their own homes. Not everyone who uses domiciliary care services receive 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 inspection there were eleven people who received personal care support.

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

Care planning documentation required improvements to ensure people had a complete care plan setting out their personalised needs and preferences. This included improvements to end of life care planning so people and their family members, where appropriate, had the opportunity to discuss their wishes and preferences.

People were safely cared for. The registered manager and staff knew how to follow safeguarding procedures when required. Checks were undertaken to ensure staff were suitable for their roles.

People received support from a small team of consistent staff which included the registered manager. Processes were in place to support people with their medicines if required. Infection control measures were in place including staff use of personal protective equipment (PPE).

People's needs were assessed before the package of care commenced. Staff received an induction and training for their roles. People were supported with their eating and drinking needs if this was required.

The registered manager liaised with health and social care professionals to maintain people's health. People's capacity to make their own decisions was assessed. 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.

The staff team were kind and caring. There was good team work and staff felt supported by the registered manager. People received care which respected their privacy, dignity and promoted their independence. Consent was sought before any care was delivered.

The registered manager was developing and embedding a system of quality assurance checks to ensure good oversight of the running of the service. They worked in an open and transparent way. Any issues that arose were dealt with promptly.

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

Why we inspected

This service was registered with us on 8 January 2021 and this is the first inspection.

Follow up

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