Archived: Care Compassion and Conversation Ltd

Updated 6 May 2016

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008 and to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection took place on 4 February 2016 and was announced. We told the provider two days before our visit that we would be coming. We did this because the manager is sometimes out of the office supporting staff or visiting people who use the service. We needed to be sure that they would be in. The inspection team consisted of a one inspector.

Before the visit we looked at previous inspection reports and notifications we had received. Services tell us about important events relating to the care they provide using a notification. This enabled us to ensure we were addressing potential areas of concern. We spoke with the local authority safeguarding and contracts teams and sought the views of healthcare professionals.

Before the inspection, the provider completed a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make.

We spoke with five of the 23 people who were receiving support from Care Compassion and Conversation and we spoke with two relatives.

In addition we spoke with two care workers, the registered managers and one of the office staff. We looked at five people’s care records and at a range of audits records about how the service was managed. We reviewed the accident log and discussed safeguarding and complaints. We also reviewed staff files for three individuals, including their recruitment, supervision and training records.

Updated 6 May 2016

We inspected Care Compassion and Conversation on 4 February 2016. This was an announced visit. The provider was given 48 hours’ notice because the location provides a domiciliary care service and we needed to be sure that someone would be available in the office. Care Compassion and Conversation is a service which provides care and support to people who live in their own homes. At the time of our visit 23 people were using the service.

There were two registered managers in post at the service. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People using the service were safe because staff understood their responsibilities for safeguarding people from abuse and avoidable harm. Provider’s safeguarding procedures were in place to ensure people were safe from abuse and staff were aware of the whistleblowing policy.

There were sufficient staff to meet people’s needs. Recruitment checks had been carried out to ensure only staff who were suitable and of a good nature were employed to work with people

People’s care plans described their needs and preferences and staff were aware of people’s personal needs, history and what mattered to them. People and their relatives were involved in care planning and regular reviews.

People were positive about the knowledge and skills of staff who supported them. Staff said they were well supported and confident in their roles. Staff said the organisation was a good one to work for and they enjoyed their work. People commented there was consistency in staffing and staff had supported the same people over a period time. This helped staff to know people’s needs and preferences, and develop good working relationships with them.

People told us that the staff were professional, kind and treated them with dignity and respect.

Management and staff were aware about the Mental Capacity Act and their responsibilities regarding it. People were supported to maintain good health and received support, where needed, with accessing health care services.

The provider had an appropriate complaints procedure and people told us they knew how to complain if they needed to. The provider used questionnaires to obtain people’s feedback about the service.

People said the management team and organisation were approachable, responsive and encouraged feedback from them. The provider consistently monitored and assessed the quality of the service provided.

A completed satisfaction survey we received from one person who used the service and a relative indicated a very high level of satisfaction with the service provided. They agreed with the positive statements on the survey and commented positively on the quality of the support received.