13 February 2018
During a routine inspection
This service is a domiciliary care agency. It provides personal care to people living in their own homes. It provides a service to older adults. Not everyone using Krystal Care Limited receives regulated activity; CQC only inspects the service being received by people provided with 'personal care'; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.
At our last inspection on 20 April 2016 we rated the service ‘Good’. However, ‘Safe’ was rated ‘Requires Improvement’ with a breach in Regulation 19 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. This was in relation to one staff member’s recruitment. Following the last inspection the provider sent us an action plan, detailing what action they would take and when, to meet this breach in regulation.
At this inspection, we found the evidence continued to support the rating of ‘Good’ and improvements had been made in ‘Safe’ and the breach in regulation had been met. There was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.
The service met all relevant fundamental standards under ‘Safe’. People were protected from abuse and avoidable harm. Risks were assessed and planned for and information to support staff was reviewed when changes occurred. There were sufficient staff employed to meet people’s needs and safe staff recruitment practices were used. Action was taken to respond to any accidents or incidents and lessons learnt were considered. Staff were aware of good infection control measures.
The service met all relevant fundamental standards under ‘Effective’. The management team were very experienced and kept their knowledge up to date with best practice guidance. People’s diverse needs were assessed and people did not experience discrimination. Where people required support with eating and drinking this was provided. Staff took action if they identified a deterioration in a person’s health. People were asked for their consent before they received care and support. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.
The service met all relevant fundamental standards under ‘Caring’. Positive feedback was gained about the approach of staff and their knowledge about people’s support needs. Staff treated people with dignity and respect and supported and encouraged independence. Advocacy information had been made available for people. People were involved in opportunities to discuss their care package.
The service met all relevant fundamental standards under ‘Responsive’. People’s needs, preferences and routines were known and understood by staff. People were involved in their assessment and ongoing reviews. The Accessible Information standard was understood by the management team. The provider’s complaint procedure had been made available
The service met all relevant fundamental standards under ‘Well-led’. The management team had effective systems and processes in place to monitor the quality and safety of the service. Where improvements were identified, action was taken to meet any shortfalls. People who used the service received opportunities to feedback their experience about the service. There was an open and transparent culture. Staff were aware of the provider’s values and respected these in their everyday work.
Further information is in the detailed findings below.