Archived: DoCare Limited

Updated 12 January 2018

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 was prompted in part by notification of an incident following which a person using the service died. This incident is subject to an investigation and as a result this inspection did not examine the circumstances of the incident. However, the information shared with CQC about the incident indicated potential concerns about the management of risk of falls from beds. This inspection examined those risks.

Prior to the inspection we looked at information about the service including notifications and any other information received from other agencies. Notifications are information about specific important events the service is legally required to report to us. We reviewed the Provider Information Record (PIR). The PIR was information given to us by the provider. This is a form that asks the provider to give some key information about the service, tells us what the service does well and the improvements they plan to make.

This inspection took place on 27,28 and 29 November 2017 and was announced. Inspection site visit activity started on 27 November 2017 and ended on 29 November 2017. It included looking at records, visiting people who use the service, talking with staff and phone calls and emails to relatives and health professionals. We visited the office location on 27 and 29 November 2017 to see the manager and office staff; and to review care records and policies and procedures.

We spoke with the registered manager of the service and 11 members of care staff. We visited five people living in their own homes. We spoke with two people who use the service on the telephone. We contacted six relatives who gave us feedback on the service provided by DoCare. We spoke to four health and social care professionals who have regular contact with the provider.

Updated 12 January 2018

This inspection was completed on 27, 28 and 29 November 2017 and was announced.

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

The provider was given 48 hours’ notice because the service provides a domiciliary care service; we needed to ensure we would be able to meet with people where they were receiving the service. At the time of the inspection, the service was supporting 159 people in their own homes.

Not everyone using DoCare receives a regulated activity; CQC only inspects the service being received by people provided with the regulated activity of ‘personal care’; help with tasks related to personal hygiene. Where they do we also take into account any wider social care provided.

There was a registered manager in post at the service; a registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements of the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The previous inspection was completed in March 2016 and there was one breach of regulation at that time. Following the last inspection we asked the provider to complete an action plan to show what they would do to improve the key question Safe and to meet the requirements of Regulation 18 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. At this inspection we found the provider had made the required improvements to meet the requirements of this regulation. A new office based on call system had been introduced from 06.00am until 23.00pm and at weekends to monitor and manage visits. There had been three missed calls in approximately 5500 visits in this timeframe. A contingency plan was in place and people were assessed by risk in an emergency situation.

The service was safe. A new management team had been introduced to manage care calls. This was being staffed from 06.00am until 23.00pm. Risk assessments were implemented and reflected the current level of risk to people. There were sufficient staffing levels to ensure safe care and treatment. People’s medicines were being managed safely. People told us they felt safe.

People were receiving effective care and support. Staff received training which was relevant to their role. 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 procedures in the service supported this practice. The service was adhering to the principles of the Mental Capacity Act 2005 (MCA).Staff supervisions and appraisals were being completed. People were supported to access health professionals. People could choose what they liked to eat and drink.

Staff told us there was an open culture and the environment was an enjoyable place to work. Staff were extremely passionate about their job roles and felt integral to the process of providing effective care to people. There was positive feedback from relatives regarding the management.

The service was caring. We observed staff supporting people in a caring and patient way. Staff knew the people they supported well and were able to describe what they liked to do and how they liked to be supported. People were supported sensitively with an emphasis on promoting their rights to privacy, dignity, choice and independence.

The service was responsive to people’s needs. Care plans were person centred to provide consistent, high quality care and support. Daily records and visit notes were detailed and contained sufficient information for staff to read and support people effectively.

The service was well led. Quality assurance checks and audits were occurring regularly and identified actions to improve the service. People, staff and relatives spoke positively about the registered manager.