Trust We Care Limited

Trust We Care Limited is a domiciliary care service providing the regulated activity personal care, which is help with tasks related to personal hygiene and eating, in people’s own homes. At the time of our inspection there was 1 person using the service.

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

The person was supported by a team of staff who had a good understanding of their needs and who had undergone a robust recruitment process. The person received the support they required with their medicines. Staff worked consistently within the providers policy and procedure for infection prevention and control.

The person’s needs had been assessed and were kept under review. Their health care needs were documented, and staff liaised with a family member regarding the person’s health and wellbeing. Staff had the required experience to meet the person’s needs.

The person was supported to have maximum choice and control of their life 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.

Family members said they were involved in decisions about their relative's care and their views were respected by staff.

Staff and the person’s family member spoke positively about the support and leadership of the registered manager. Staff told us they worked in a positive and supportive environment, which encouraged them to share ideas. Staff were supported through both individual and group meetings.

The provider’s systems and processes to monitor the quality of the service had improved. Regular audits were undertaken to assess the quality and safety of the service provided. Where shortfalls were identified, action plans had been put into place and monitored for progress. The nominated individual and registered manager were candid throughout the inspection process and had a clear plan of development and improvement.

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 5 January 2023). At the last inspection we found improvements were needed to improve staff recruitment practices and governance systems to monitor quality and safety. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.

Why we inspected

We undertook this focused inspection to check they now met legal requirements. This report only covers our findings in relation to the Key Questions safe, effective and well-led which contain those requirements.

For those key questions not inspected, we used the ratings awarded at the last inspection to calculate the overall rating. The overall rating for the service has changed from requires improvement to good. This is based on the findings at this inspection.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Trust We Care Limited on our website at www.cqc.org.uk.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.

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.

Details of risks to people's safety and how to reduce them were not always included in care plans.

Recruitment practices were not fully in place to fully ensure only suitable staff worked in the service.

Quality assurance systems were not fully in place to ensure people were provided with a quality service.

People were very satisfied with the care that staff provided and with the management of the agency.

People said safe care was provided, and they were protected people against abuse, neglect and discrimination.

Enough staff were employed to meet people’s needs and timely calls were in place to provide personal care.

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 told us they were treated with respect and dignity and staff had a caring and friendly approach to them. They said they had very good relationships with staff. Staff respected people’s privacy and encouraged them to maintain their independence and do as much for themselves as they wanted to.

Care plans reflected people's individual needs and preferences.

The registered manager understood their responsibilities and worked in an open and transparent way. People were aware of how to approach the registered manager to raise concerns or complaints. They and staff were very complimentary of the registered manager and said the registered manager always listened to their views.

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

Why we inspected

This service was registered with us in December 2020 and this is the first inspection.

We have found evidence that the provider needs to make improvements. Please see the safe, effective and well-led sections of this full report.

You can see what action we have asked the provider to take at the end of this full report.

Enforcement

We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection. We will continue to monitor the service and will take further action if needed.

We have identified breaches in relation to staff recruitment and the management oversight of the service.

Follow up

We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will continue to monitor information we receive about the service, which will help inform when we next inspect.

If the provider has not made enough improvement within this timeframe we will take action in line with our enforcement procedures.

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