HCP (Franchise) Limited

Updated 7 February 2023

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 care workers.

Inspection team

This inspection was undertaken 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.

Registered Manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

At our inspection there was a registered manager in post however, they were away from the service. The provider was in day to day charge of the service at this time.

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 available to support the inspection.

Inspection activity started on 03 January 2023 and ended on 11 January 2023.

What we did before the inspection

We reviewed information we had received about the service since registration. We sought feedback from the local authority and professionals who work with the service. 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

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

People were not able, or did not wish, to share their views with us about the service. However, we received feedback from relatives of 3 people who used the service about their experience of the care provided. We received feedback from 4 care workers, and we had a video call with the provider and deputy manager on 11 January 2023. We reviewed a range of records relating to the management of the service, including a care plan and risk assessments, care worker training records, evidence of monitoring staff practice and overall governance.

Updated 7 February 2023

About the service

This service is a domiciliary care agency providing personal care for people living in their own houses and flats in the community.

The service was initially registered as ‘St Albans’. However, the provider advised it was intended to be registered as, ‘Home Care Preferred (St Albans) and has submitted a notification to amend their registration. People who use the service and their relatives know this service as Home Care Preferred. Therefore, we have referred to the service as Home Care Preferred throughout this report.

The service provides support for younger adults and older people who may be living with dementia, physical disabilities or sensory impairments. At the time of our inspection there were 4 people receiving the regulated activity of personal care.

Not everyone who used the service received 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.

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

People were safe and protected from avoidable harm because the care workers knew how to identify and report any concerns relating to the risk of abuse. Risks to people’s health, safety and well-being were robustly assessed and measures were put in place to remove or reduce any risks. People were supported by care workers who had been safely recruited.

Care workers were trained and supported to safely administer medicines. At the time of our inspection no one receiving a service required support with their medicines. Care workers received training in infection control practices and personal protective equipment such as gloves and aprons was provided for them. The management team took appropriate actions following any incidents and learning was shared with the care team.

Before care delivery started the provider undertook robust assessments to help ensure people`s needs and preferences could be met. Care plans were developed from these assessments for each person’s identified needs. Care workers received training and support to enable them to carry out their roles effectively.

The provider and care team knew people well and were able to promptly identify when people’s needs changed, and they raised any concerns appropriately. People were supported to have maximum choice and control of their lives and care workers supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People and relatives praised the kind and caring nature of the care team. People received consistent care from a small team of care workers. People, or their relatives where appropriate, knew about their care plans and could decide what care and support they needed.

Relatives told us people received care and support according to their individual needs and preferences. People’s relatives told us they would be confident to raise any concerns with the management team if needed however, they had not needed to.

The management team was committed to providing high quality care to the people they supported, as well as the care team, and understood their responsibilities under the Duty of Candour. People, their relatives and care workers spoke highly of the management team and told us that they were always available and supportive.

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 16 September 2021, however, did not start to provide the regulated activity until January 2022. This is the first inspection.

Why we inspected

This inspection was prompted by a review of the information we held about this service.

Follow up

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