Taylor Care HQ

Updated 29 February 2020

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 Care Act 2014.

Inspection team

The inspection was carried out by an inspector.

Service and service type

Taylor Care HQ is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

This inspection was announced. We gave the provider 48 hours’ notice, to ensure they would be available and to give them time to gain people’s consent for us to contact them for feedback.

Inspection activity started on 29 January 2020 and ended on 30 January 2020. We visited the office location on 29 January 2020 and contacted people by telephone on 30 January 2020 for their feedback about the service.

What we did before the inspection

We reviewed information we had received about the service since their registration. We sought feedback from the local authority and Healthwatch. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England. We used this information to plan our inspection. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send to us to give us key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.

During the inspection

We spoke with the registered manager, the care manager, three care staff and a community healthcare professional who was able to give feedback about the service. We reviewed a range of records, including two people’s care records and medication records. We looked at two staff recruitment files and staff supervision and appraisal records. We also reviewed a variety of records related to the management of the service, including policies and audits.

After the inspection

We contacted three people who received support and eight relatives by telephone, for their feedback about the service. We also contacted two community health and social care professionals for their feedback about the support provided.

Updated 29 February 2020

About the service

Taylor Care HQ is a domiciliary care service, providing personal care and support to people in their own homes. At the time of the inspection, the service was supporting 22 people.

People’s experience of using this service and what we found

Staff managed risks to people’s safety well and people felt safe when staff supported them. Staff arrived on time and stayed as long as they should. No-one had experienced any missed visits. The provider recruited staff safely and ensured staff followed safe infection control practices. People received their medicines as prescribed.

Staff received the induction and training they needed to support people well and help them achieve good outcomes. Staff supported people to eat and drink enough and to access healthcare services when needed. 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.

Staff treated people well. People liked the staff who supported them and told us staff were caring, kind and respectful. Staff involved people in decisions about their care. They were aware of people’s diverse needs and what was important to them. Staff respected people's right to privacy and dignity and encouraged them to be independent when it was safe to do so.

People were supported by staff who knew them. Staff offered people choices and provided them with individualised support that reflected their needs and preferences. Staff supported people to follow their interests and go out regularly, which helped them avoid social isolation and loneliness. No formal complaints had been made and the service had responded well to any concerns raised.

Staff and management understood their responsibilities and provided care which resulted in good outcomes for people. They worked in partnership with community agencies to ensure people received the support they needed. People’s views were sought about the service. People, relatives and staff felt the service was managed well. Management completed regular checks to ensure people received high quality, safe care.

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

Rating at last inspection

The last rating for the was good (published 6 July 2018). Since this rating was awarded, the registered provider of the service has moved premises and altered its legal entity. We have used the previous rating to inform our planning and decisions about the rating at this inspection.

Why we inspected

This was a planned inspection based on the service’s date of registration under its new legal entity.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.