7 January 2020
During a routine inspection
Cherish U Limited is a domiciliary care agency providing personal care and support to people living in their own homes. At the time of our inspection 37 people were using the service, all of whom were receiving personal care [help with personal hygiene and eating].
People’s experience of using this service and what we found
We have made a recommendation. Following the last inspection, the registered manager introduced new auditing tools to improve quality assurance systems. During this inspection we found that systems to assess and monitor the quality of the service required further improvement as they had not always been operated effectively.
People received care that was safe and were protected from abuse and avoidable harm. Safe recruitment procedures were followed to ensure that suitable staff were employed. People were supported to take their medicines by trained and competent staff and received them as prescribed. Accidents and incidents were recorded, and systems were in place to prevent recurrence.
People, and relatives where appropriate, were involved in decisions about their care. An assessment of people’s needs was carried out before they received a service to ensure they could be met. We were told “When we met with this company for the first time we were impressed by the fact that they asked us to tell them what we wanted from them and what we wanted them to do.” Staff received training relevant to their roles and their competency was regularly checked. Staff supported people to maintain their health and well-being.
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.
Strong and caring relationships had been developed between people, relatives and staff. People were treated fairly and without discrimination. Staff supported people to maintain their independence and were mindful of the need to treat people with dignity and protect people’s privacy.
People received care that was person-centred and individually tailored to their needs and preferences. A review of support plans was to take place to ensure a consistent standard which reflects the high quality of care provided. There was a procedure in place to handle and respond to complaints.
Since the last inspection there had been some changes within the provider’s management. The registered manager and staff felt that the changes were positive. The registered manager had informed us about significant events which occurred within the service. People and relatives we spoke with felt the service was well-run. The service worked well with other agencies.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection and update
The last rating for this service was requires improvement (published 14 January 2019) and we identified a continued breach of regulations relating to governance. At this inspection we found that sufficient improvement had been made and the provider was no longer in breach of this regulation.
Since this rating was awarded the registered provider of the service has moved premises. We have used the previous rating and enforcement action taken to form our planning and decisions about the rating at this inspection.
The provider completed an action plan after the last inspection to show what they would do any by when to improve.
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will meet with the provider following this report being published to discuss how they will make further improvements to achieve a rating of good in the well-led domain. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.