13 August 2019
During a routine inspection
Divine global health Unique Care is a domiciliary care agency providing personal care to people living in their own homes, including, older people, people living with dementia, people with physical and learning disabilities and people with sensory impairments. At the time of our inspection visit 13 people were in receipt of personal care.
Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.
People felt safe and had confidence in the ability of care workers to provide effective care. Procedures were in place to protect people from harm. Care workers felt valued and received the support and training they needed to be effective in their roles.
Further improvement was needed to ensure the administration of people’s medicines was consistently safe. The provider took action to address the shortfalls we identified during our visit. Other areas of risk management had improved since our last inspection.
Governance had improved since our last inspection. However, audits and completed checks had not identified the shortfalls we found in relation to medicines.
People were supported to have maximum choice and control of their lives and care workers supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
People received care from a small number of consistent care workers. Most people’s care calls had taken place at the scheduled time. However, people told us their care would be improved if care workers always arrived when they expected them.
People spoke highly of the caring nature of their care workers. Care was provided in a dignified way, people felt respected and their independence was promoted. Care workers enjoyed their jobs and knew the people they cared for well. The individuality and diversity of people and the staff team was recognised.
People’s needs had been assessed before they started using the service and people were involved in planning and agreeing to their care. Overall, improvements had been made to care plans since our last inspection which helped care workers to provide personalised care.
People's nutritional needs were met. The service worked in partnership with health and social care professionals to ensure people received effective care. People confirmed care workers followed good infection control practice in their homes.
Systems were in place to manage and respond to complaints. People were happy with the way the service was managed. Feedback gathered from people was used to drive improvement.
Rating at last inspection and update
The last rating for this service was Requires Improvement (published 5 October 2018) and there was breach of the regulations. The provider was asked after the last inspection to complete an action plan to show what they would do and by when to improve. However, they could not evidence they had submitted it. At this inspection we found enough improvements had been made and the provider was no longer in breach of regulations.
Whilst we acknowledge improvements have been made this is the fourth time the service has been rated Requires Improvement.
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our inspection programme. If we receive any concerning information we may inspect sooner.