Quartz Care Limited

Updated 29 July 2021

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 one 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 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

We gave 24 hours’ notice of the inspection. This was because we needed to be sure the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 29 June 2021 and ended on 1 July 2021. We visited the office location on 29 June 2021.

What we did before the inspection

We reviewed information we received about the service. We sought feedback from the local authority and professionals who work with the service. The provider was asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some 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. We used all the information to plan our inspection.

During the inspection

We spoke with the registered manager, six members of staff and one external professional. We also spoke with six people who were receiving personal care and five relatives who were involved in their loved one’s care packages. We reviewed a range of records, including four people’s care records, medication administration records, as well as a variety of records relating to the management of the service.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at audit and governance data, as well a variety of policies and procedures.

Updated 29 July 2021

About the service

Quartz Care Limited is a domiciliary care agency providing personal care to adults in their own homes. The service was supporting 40 people at the time of the inspection.

Not everyone who used the service received personal care. The Care Quality Commission (CQC) only inspects where people receive personal care. ‘Personal Care’ 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

People’s support needs and areas of risk were appropriately assessed, and measures were put in place to ensure people were protected from harm. We did find a couple of examples where areas of risk needed to be more detailed and guidance for staff needed to be strengthened. This was raised with the provider and was immediately addressed.

Infection prevention and control (IPC) arrangements and procedures were in place. The provider was familiar with best practice guidance, staff received IPC training and were provided the relevant personal protective equipment (PPE). We did note that greater oversight was required in relation to the staff testing regime; the provider was responsive to this feedback.

Medication management procedures were safely in place. Staff received the required medication training and had their competency levels regularly checked. Staff complied with medication policies and the electronic medication administration recording system enabled the provider to maintain effective oversight in relation to medicine management.

Accident and incident reporting procedures were in place; staff were familiar the reporting procedures, we saw accident and incident records and follow up actions that were taken. The provider also ensured that they regularly reviewed and analysed the data to establish if any trends were emerging.

Recruitment of staff, staffing levels and staff training were safely and effectively managed. Pre-employment recruitment checks were in place; the necessary disclosure and barring service (DBS) checks were conducted, references were obtained, and people received care and support be staff who were deemed suitable to work in the adult social care field. Staffing levels were monitored, and the provider ensured that people received the packages of care that were agreed.

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.

We received positive feedback about the provision of care being provided. People told us they felt safe receiving care by the provider and relatives told us that the staff treated their loved ones with kindness, respect and compassion. One person told us, “I feel very safe with my carers. I always get the same group of carers who I have got to know really well.”

Staff were familiar with people’s support needs. Care records contained tailored and person-centred information that was centred around the likes, wishes and preferences of people receiving support. People and relatives received a ‘client guide’ which contained information about complaint process and how their concerns would be responded to.

Quality assurance measures and processes were effectively in place. Systematic processes helped to monitor, review and assess the provision of care people received. Governance measures enabled the provider to review the quality and safety of care and make improvements where necessary.

We received positive feedback about the culture and ethos that had been established at Quartz Care Limited. One external professional told us, “I couldn’t praise them enough, they really adapt themselves and go above and beyond in every way.”

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

Rating at last inspection

This service was registered with us on 29 May 2019 and this is their first inspection.

Why we inspected

This was a planned inspection following their registration with CQC.

Follow up

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