Archived: PCT Diamond Care Services Limited

Updated 7 December 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.

The inspection took place on the 24 October 2016, it was announced. The provider was given 48 hours’ notice because the location provides a domiciliary care service; we needed to be sure that someone would be in.

The inspection team consisted of one 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 domiciliary care. A second inspector made calls to staff after the inspection date to gain feedback.

We reviewed previous inspection reports and notifications before the inspection. A notification is information about important events which the service is required to send us by law.

We telephoned five people to obtain feedback about their experiences of the service. We interviewed five staff including the registered manager. We spoke with eight relatives. We contacted health and social care professionals to obtain feedback about their experience of the service. We received feedback from a local authority care manager.

We looked at five people’s personal records, care plans and medicines charts, risk assessments, staff rotas, staff schedules, three staff recruitment records, meeting minutes, policies and procedures. We asked the registered manager to send us additional information after the inspection. We asked for staff training records, policies and procedures and rota information. This was received in a timely manner.

The previous inspection was carried out on 11 May 2016 and the service was rated as ‘Good’ overall.

Updated 7 December 2016

The inspection was carried out on 24 October 2016. Our inspection was announced.

PCT Diamond Care Services Limited is a domiciliary care service. The office is located in central Dartford. PCT Diamond Care Services Limited provides care and support for 16 people who are living in the community. People receiving care and support were predominantly older people, some people were living with dementia, had limited mobility, sensory impairments or received care in bed. PCT Diamond Care Services Limited also provided live in care staff to three people. Live in care enables people to stay in their own home, but receive care from staff who live with them. Staff provided assistance to people such as washing and dressing, preparing food and drinks, administering medicines and helping people maintain their health and wellbeing.

PCT Diamond Care Services Limited had a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the home. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act and associated Regulations about how the home is run.

People’s views about the service they received were positive. Relatives felt their family members received safe, effective, compassionate, responsive and well led care.

Staff knew and understood how to safeguard people from abuse, they had attended training, and there were effective procedures in place to keep people safe from abuse and mistreatment.

Risks to people had been identified. Systems had been put in place to enable staff to provide care and support to people safely.

Recruitment practices were safe. Staff received regular support and supervision from the manager. There were suitable numbers of staff on shift to meet people’s needs. Staff had been given training in essential areas.

Medicines were appropriately managed and recorded.

Procedures and guidance in relation to the Mental Capacity Act 2005 (MCA) was in place which included steps that staff should take to comply with legal requirements. staff understanding of the MCA was mixed. We made a recommendation about this.

People received medical assistance from healthcare professionals when they needed it. Staff knew people well and recognised when people were not acting in their usual manner.

People’s care plans detailed what staff needed to do for a person. The care plans included information about their life history and were person centred. People were supported to be as independent as possible.

People’s information was treated confidentially. People’s paper records were stored securely in locked filing cabinets.

People and relatives told us that staff were kind, caring and communicated well with them.

People and their relatives had been involved with planning their own care. Staff treated people with dignity and respect.

People were given information about how to complain. This included information about who to contact if they were unhappy with the response to their complaint.

People’s view and experiences were sought through review meetings, telephone calls and through surveys.

People told us that the service was well run. Staff were positive about the support they received from the registered manager. They felt they could raise concerns and they would be listened to.

Audit systems were in place to ensure that care and support met people’s needs.

Communication between staff within the service was good. They were made aware of significant events and any changes in people’s health.