CLARITY HOMECARE (BRISTOL)

Ratings

• Overall

  Requires improvement

• Safe

  Requires improvement

• Effective

  Good

• Caring

  Good

• Responsive

  Good

• Well-led

  Requires improvement

Our view of the service

Date of assessment 25 July to 10 September 2024. Clarity Homecare (Bristol) is a home care service providing personal care to adults in their own home. The service was supporting 92 people at the time of the inspection. 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. We looked at 6 quality statements; Safeguarding; Involving people to manage risks; Safe and effective staffing; Medicines optimisation; Learning culture; Good governance. We rated the service requires improvement in the safe and well led key questions and overall. The ratings for other quality statements remain good. We found shortfalls relating to safeguarding. Systems had been created, but the recording of safeguarding issues or actions before this was inconsist. We also found risk assessments were not always sufficiently detailed or up to date and there were errors and gaps regarding medicines. Procedures for recruiting staff were not robust. De incomplete and checks and training were not always completed as required. The management team had identified gaps and were making improvements in all of these areas. Governance and accountability systems were not always effective or embedded. Audits were not completed consistently, and shortfalls were not always identified. CQC had not been notified about some incidents. This is a legal requirement. The provider had identified improvements were needed and were making changes in line with their action plan. We received mixed feedback from people about the staff who supported them. Staff were positive about changes and the support they now received from the management team. There were breaches of the legal regulations in relation to safeguarding, safe care and treatment, fit and proper staff, and good governance. We have asked the provider for an action plan in response to the concerns found at this assessment.

People's experience of this service

We received mixed feedback from people about how they were supported to understand and manage any risks which related to them. Some people knew their risk assessments and care plans had been reviewed with them, but others had not. Most people gave us negative feedback about staffing levels and the timings of their visits. Often people felt rushed or said staff only stayed for a short time. Some people felt their needs were not being met because staff with the right skills were not available. People also told us staff did not always seem adequately trained in how to carry out their role. Some people had good relationships with staff who knew them well and they trusted. Others gave us less positive feedback and didn’t feel staff were competent or met their needs. People did not raise concerns about the support they received from staff with their medicines.