06 Care Limited

Updated 23 January 2020

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team:

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 this type of care service.

Service and service type:

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

The manager, who was also a director of the company, was in the process of registering with CQC as the current registered manager was retiring. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 19 August 2019 and ended on 27 August 2019. We visited the office location on 20 August 2019.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. 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. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We spoke with four people who used the service and five relatives about their experience of the care provided. We spoke with three care workers, training manager, quality manager, care administrator, finance manager, manager and one social worker. At the office base we spent time looking at people’s care plans, we also looked at staff records and various documents relating to the service’s quality assurance systems.

Updated 23 January 2020

About the service

06 Care is a domiciliary care agency. It provides personal care to people living in their own homes the community. It provides a service to adults, older adults, people living with dementia and people with learning disabilities. CQC only inspects the service being received by people provided with 'personal care.' At the time of the inspection the service was providing 41 people with personal care, none of whom had a learning disability.

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

At the last inspection the service was rated as requires improvement. No breaches of regulation were identified, however, we needed to see the many improvements which had been made would be sustained over time. On this inspection not only had the previous improvements been sustained, they had been further developed. The leadership was exceptional and distinctive. The manager and the culture they created promoted high-quality, person-centred care. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service. The service has now improved to outstanding in caring and good in every other area.

People received support from staff who were exceptionally kind and caring and who frequently went above and beyond what was expected of them. People were involved in making decisions about their care and were treated with the utmost dignity and respect. People were encouraged to be independent and their equality and diversity needs were respected.

The leadership of the service was excellent. The provider invested in technology and the staff team to ensure people got a high-quality service. The provider had excellent governance and auditing systems in place to ensure people received safe care and treatment. This meant the provider was identifying and rectifying any short falls in the service. People were extremely positive about the manager who was highly motivated and dedicated to providing people with the best possible service. People told us they would recommend the service to others and as an organisation to work for.

Staff understood how to keep people in their care safe from harm. Where risks to individuals had been identified very effective measures had been put in place to reduce or eliminate those risks. Safe systems were in place to ensure people got their medicines at the right times. Staff had been recruited safely and there were enough staff to provide people with consistent, timely care and support.

Staff received good quality training and support and had the skills to meet people’s care needs. Staff provided people with support to meet their nutrition, hydration and health care needs. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People’s care needs were assessed before a service was offered, to make sure staff would be able to meet their needs. Personalised care plans were developed to make sure staff knew what they needed to do to meet people’s needs. The systems in place made sure people received a very responsive service. This meant people received person centred care. A complaints procedure was in place and people said they would speak to staff if they had any concerns.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Why we inspected

This was a planned inspection based on the previous rating.

Rating at last inspection: The last rating for this service was requires improvement (published 29 August 2018) and there were no breaches of regulation. At this inspection we found the service has improved to good.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.