Archived: C C S Central Limited t/a Complete Care Services

C C S Central Limited which is also trades as Complete Care Services, is registered to provide personal care to people in their own homes. There were 137 people receiving care and support at the time of the inspection.

People’s experience of using this service:

People told us they felt safe with the support of staff. Risks to people had been assessed and staff had a good understanding of these risks and how to minimise them.

Where required people were supported to receive their medication as prescribed and staff demonstrated a good knowledge of types and signs of abuse and how to report concerns of abuse.

People were supported by staff who had the skills to meet their needs. People were able to consent to their care and we saw staff understood the importance of seeking and recording people’s consent before providing support. However, we found that the management team could improve their understanding of the Mental Capacity Act 2005 to ensure the principles of the act were promoted consistently.

People’s nutritional needs were met, and people were happy with the support they received to enjoy a choice of meals. People were supported to access healthcare professionals when required.

People spoke very positively about the staff that supported them and told us staff were kind and caring in their approach. People’s privacy and dignity was respected, and their independence was maintained and encouraged.

People received individualised care and support from regular staff that demonstrated detailed knowledge of people’s individual needs. People told us they were involved in their care and their needs were assessed and reviewed on a regular basis. People’s care records were person centred and guided staff on the way they preferred their care and support to be provided.

People and relatives told us they had not needed to make a complaint but knew how to and would feel comfortable doing so should they need to. Where people had raised concerns, they advised the provider had taken prompt action to resolve the issue.

The management team had systems in place to monitor the quality of the service they provided and looked to develop the service further. People, their relatives and staff all spoke positively about the service and said it was well managed.

Rating at last inspection:

At the last inspection we rated C C S Central Limited t/a Complete Care Services as ‘Good’ (report published on 25 January 2017).

Why we inspected:

This was a planned inspection which took place on 31 July 2019 and 05 August 2019. Telephone calls were made to people receiving care and their relatives on 30 and 31 July 2019.

Follow up:

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

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

The service has a registered manager who was present throughout our inspection. 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 in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People told us they felt safe while receiving care. Staff had the skills and knowledge to recognise the possible signs of abuse and knew the appropriate action to take should concerns arise.

People received their medicines safely and were happy with the support they received. The service had ensured that only staff who had received training in medicines were able to support people with this part of their care.

People told us that staff knew how to support them safely. However records we viewed did not evidence clearly that assessment of individual risks to people had taken place or detail what measures had been put in place to reduce the risk to the person.

The Mental Capacity Act (2005) applied to some people using this service. Staff were not clear about how this legislation applied to the people they were supporting. The service had not carried out assessments or best interest meetings when it was deemed that someone lacked mental capacity.

Staff received a comprehensive training programme to provide them with the skills and knowledge to support people appropriately. Staff told us they felt supported in their roles and there were systems in place for staff to seek advice should they need to.

People told us they valued receiving support from a consistent staff team who knew their individual needs well. People felt cared for by staff who were compassionate and dedicated to their roles. People were in control of their care.

People could state when they wished to receive their care and the service had been flexible in changing call times for people.

People were involved in reviewing their care to ensure it continued to meet their needs and wishes.

People and their relatives were aware of and felt able to raise any concerns or complaints. Where complaints had been raised the provider had taken action to resolve the concern for the person.

People and their relatives were happy with how the service was managed. The systems in place to monitor the quality of the service were not always comprehensive or robust and while they had picked up some areas requiring development they had not always identified where improvements were needed.

We found that people who used the service had consented to their care, treatment and support.

People who used the service told us and we saw that their care and welfare needs were being met. One person told us: "They are very good to me. I have no complaints about them. They are like friends to me. They are very kind to me. We always have a laugh and a joke when they come. They are very respectful".

We looked to see if people who used the service were safe; the service had recently implemented systems to improve their safeguarding procedures. One person who used the service told us: "All the ladies are respectful and caring. I know I feel secure with them. They take good care of me. They are very courteous'.

We found that the service followed the correct recruitment procedures when employing new staff.

The service had systems in place to monitor the quality of the service provided by Complete Care Services.

We saw that the service had a complaints procedure and people who used the service knew how to use it.

People who used the service spoke highly of the staff and the service they receive from CCS. One person told us, "I am very happy with my care".

Staff we spoke with said they felt supported by the manager and received plenty of training to complete their role effectively.

The manager demonstrated that they had knowledge of the safeguarding procedure and showed us evidence of how they keep people safe from abuse.

The service had implemented quality audits to continually monitor the quality of the service they delivered.