Archived: Care Matters UK Limited

Updated 6 July 2016

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Before the inspection we looked at all the information we held about the service. This information included the statutory notifications that the service had sent to Care Quality Commission. A notification is information about important events which the service is required to send us by law.

This inspection took place on 28 April, 3 and 4 May 2016 and was announced. The provider was given 48 hours’ notice because the service is a domiciliary care service and we needed to be sure that the provider would be in. The inspection was carried out by one inspector and an expert by experience carried out phone calls to people and their relatives. An expert by experience is a person who has personal experience of using or caring for someone who uses this type of care service.

During the inspection we looked at 12 people’s care records, nine staff records, quality assurance records, and policies and procedure. We received feedback about the service from the local authority commissioning team. We visited seven people’s homes and spoke with 19 people who used the service and seven relatives about their experience of using the service. We also spoke with the provider, the manager and nine members of staff.

Updated 6 July 2016

This announced inspection took place on 28 April, 3 and 4 May 2016. Care Matters UK Limited is a domiciliary care service providing support to people living in their homes. At the time of our inspection 82 people were using the service.

There was not a registered manager in post. A registered manager is a person who has registered with the care Quality Commission to manage the service and has the legal responsibility for meeting the requirements of the law; as does the provider. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run. There was a new manager in post at the time we visited and their application with CQC for registered manager was in progress.

At our last inspection in May 2013 the service was meeting the regulations inspected. At this inspection we found three breaches of legal requirements in respect of unsatisfactory staff background checks, medicine management was not robust, staff were not supported through supervision and appraisal. The quality assurance system and processes in place were not effective. You can see what action we told the provider to take at the back of the full version of the report.

People who used the service told us they felt safe with the staff. The service had clear procedures to recognise and respond to abuse. All staff completed safeguarding training. The service completed risk assessments for every person who used the service. However, some improvement was required in the recording of plans to minimise risk and provide sufficient guidance to staff. The service had a system to manage accidents and incidents to reduce reoccurrence.

The service had enough staff to support people.

The service provided an induction and training to staff. However, refreshers training were outstanding and this required improvement.

People’s consent was sought before care was provided. The provider considered every person currently using the service to have the capacity to make decisions for themselves.

Staff supported people to eat and drink sufficient amounts to meet their needs. People’s relatives coordinated health care appointments and health care needs, and staff were available to support people to access health care appointments if needed.

People told us they were consulted about their care and support needs. Staff supported people in a way which was caring, respectful, and protected their privacy, dignity, and human rights.

Staff prepared care plans for every person to meet their individual needs and eight of the nine we saw were up to date.

The service had a clear policy and procedure about managing complaints. People knew how to complain and would do so if necessary.

The service sought the views of people who used the services and their relatives. Staff felt supported by the manager.