Golden World Care Service

Golden World Care Service is a domiciliary care service providing personal care to people in their own homes. The service provides support to older people, people living with dementia, people with physical disabilities, people requiring mental health support and younger adults. At the time of our inspection there were 19 people using the service.

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’s experiences of using this service and what we found’

The provider did not have appropriate systems in place to keep people safe. Medicines weren’t always managed safely, staff did not always understand how to recognise and report abuse and infection prevention and control practices required improvement. The provider assessed people’s needs, however care plans and risk management plans did not always contain enough detail to ensure staff were able to provide people with safe, person-centred care that met their needs and preferences. We have made recommendations about this.

Staff were recruited safely and there were enough staff to meet people’s needs, however staff did not always receive the training and support they needed to ensure they provided safe, effective care to people. The provider did not always have effective systems in place to seek feedback from people, their relatives and staff, and to improve the quality and safety of the service.

Notwithstanding the above, we found that staff were kind, caring and knew people well. Staff supported people to eat and drink and maintain their health. Staff knew people’s likes, dislikes and preferences and communicated well with people in ways that met their needs and reduced isolation. The service worked well with healthcare professionals, commissioners and other agencies to report concerns and ensure people’s needs were met. The registered manager was open and honest.

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.

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

This service was registered with us on 14 March 2019 and due to the service not providing a regulated activity for a period of time, this was the first inspection.

Why we inspected

This inspection was prompted by a review of the information we held about this service.

Enforcement

We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection. We will continue to monitor the service and will take further action if needed.

We have identified breaches in relation to safe care and treatment, safeguarding people from abuse or improper treatment and good governance at this inspection.

Please see the action we have told the provider to take at the end of this report.

Full information about CQC’s regulatory response to the more serious concerns found during inspections is added to reports after any representations and appeals have been concluded.

Follow up

We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will continue to monitor information we receive about the service, which will help inform when we next inspect.