Background to this inspection
Updated
21 September 2023
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Health and Social Care Act 2008.
Inspection team
The inspection team consisted of 1 inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own homes.
Registered Manager
This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.
At the time of our inspection there was a registered manager in post.
Notice of inspection
We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 22 June 2023 and ended on 18 July 2023. We visited the location’s office on 22 June 2023 and 18 July 2023.
What we did before the inspection
We reviewed the information we had received about the provider since it registered with CQC. We sought feedback from the local authority. The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make. We used all this information to plan our inspection.
During the inspection
We visited the office and spoke to the registered manager and office staff. We spoke to 8 people who use the service and 9 relatives of people who use the service. We received email feedback from 6 care staff. We looked at 9 people’s care records, staff recruitment and training records. We also reviewed a range of documents relating to the quality and safety of the service.
Updated
21 September 2023
About the service
New Vision Care is a domiciliary care agency providing personal care to people in their own homes. At the time of our inspection there were 25 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 experience of using this service and what we found
People told us they received good care and felt safe. However, care plans continued to lack information about the support people needed and their preferences. Medicines related documents were still not completed correctly, such as records relating to the application of creams. Risk assessments lacked detailed information about the measures needed to keep people safe from harm.
The provider still lacked a structured and effective quality assurance system. Audits were not completed regularly and were not identifying issues with the service.
Completion of training had improved overall, however some staff had not completed essential training. We have made a recommendation about this.
Staff confirmed they received good support. Staff supported people to have enough to eat and drink.
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.
People confirmed they were asked for their views about the care they received.
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 12 January 2023). The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found the provider remained in breach of regulations.
Why we inspected
The inspection was prompted in part due to concerns received about unsafe staff recruitment and lack of face-to-face training. A decision was made for us to inspect and examine those risks.
You can see what action we have asked the provider to take at the end of this full report.
Enforcement and Recommendations
We have identified continuing breaches in relation to quality assurance systems, medicines documentation and risk assessments.
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 meet with the provider following this report being published to discuss how they will make changes to ensure they improve their rating to at least good. We will work with the local authority to monitor progress. We will continue to monitor information we receive about the service, which will help inform when we next inspect.