- Homecare service
PLL Care Services
Report from 4 March 2024 assessment
Contents
Ratings
Our view of the service
The assessment commenced on 12 March 2024. The assessment included a site visit to the service by 2 inspectors on 12 March 2024. An Expert by Experience made calls to people and their relatives on the 15 March 2024. The assessment was carried out to follow up on the findings of the inspection on 15 and 16 August 2023 in which the provider was found to be in breach of regulations; person centred care, safe care and treatment, good governance, staffing, fit and employed persons employed, of the Health and Social Care Act 2008 (Regulated Activities) regulations 2014. PLL Care Services is a domiciliary care agency that provides personal care to people in their own homes. We looked at 12 quality statements: safeguarding, safe and effective staffing, medicines optimisation, assessing needs, delivering evidence-based care and treatment, consent to care and treatment, person centred care, listening to and involving people, capable and compassionate leaders, freedom to speak up, governance management and sustainability and learning improvement and innovation. Following the assessment, the service received an overall rating of Inadequate. We found five continued breaches of the legal regulations in relation to person centred care, safe care and treatment, good governance, staffing, fit and proper employed persons employed, and an additional breach of consent to care and treatment of the Health and Social Care Act 2008 (Regulated Activities) regulations 2014. The service did not consistently protect people from abuse and improper treatment. The service did not always assess risks to people's health and safety or mitigate them where identified. There was an incomplete and a lack of contemporaneous record keeping. Medicines were not always given or recorded correctly. Governance systems were not effective in identifying or addressing areas for improvement. The service did not follow safe employment strategies to ensure staff were employed or trained correctly.
People's experience of this service
People and their relatives were positive about their experiences of PLL Care Services. People felt safe, and felt staff knew people well. People felt able to speak with staff or the registered manager if they had any worries or concerns. However, people and their relatives felt there were still improvements needed around the way the provider operated. People and their families generally felt involved in discussions about their care and support. While the people we spoke to expressed they were generally happy with their care, our assessment found care and elements of care did not meet the expected standards.