PHOENIX HEALTH KARE

Phoenix Health Kare is a domiciliary care service which provides care in people’s own homes. At the time of our inspection, 2 people were receiving a service.

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

We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. ‘Right support, right care, right culture’ is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it.

At the time of the inspection, the location did not care or support anyone with a learning disability or an autistic person. However, we assessed the care provision under Right Support, Right Care, Right Culture, as it is registered as a specialist service for this population group.

Right Support:

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. However, the policies and systems in the service did not support this practice. The recording of consent, mental capacity assessments and best interests decisions were not in place to support decisions made on people’s behalf.

Right Care:

People were not safely supported with their medicines as 2 people had gaps in their medication administration records which could not be adequately explained. Staff knew how to recognise signs of abuse and said they would report these to a manager.

People were supported by staff who were motivated to provide effective care. Staff understood people’s care needs and their preferences. Feedback from people showed they were happy with the way they received care and support. One person confirmed staff maintained their privacy and dignity.

Right Culture:

Care records and risk assessments had not been updated since they were created in April 2022. The management team and staff understood people’s needs, although details were not reflected in care planning records. Some improvements were made by day 2 of our inspection.

Systems of governance were not effective as issues found at this inspection had not been identified through quality checks. Some checks were being carried out, but not recorded. The management team shared examples where they had gone above and beyond the assessed needs of people receiving this service.

We have made a recommendation about the provider referring to current guidance on which events are reportable to the Care Quality Commission.

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 June 2021 and this is the first inspection.

Why we inspected

This inspection was prompted by a review of the information we held about this service.

Enforcement and Recommendations

We have identified breaches in relation to the safe management of medicines, capacity and consent and systems to demonstrate oversight.

Please see the action we have told the provider to take at the end of this report.

Full information about CQC’s regulatory response to the more serious concerns found during inspections is added to reports after any representations and appeals have been concluded.

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.