Background to this inspection
Updated
14 November 2019
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 two Experts 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 the service 48 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 7 October 2019 and ended on 10 October 2019. We visited the office location on 7 October 2019.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority, commissioners and Healthwatch. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England. The provider was not 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 of this information to plan our inspection.
During the inspection-
During the inspection we spoke with six people who received a service and 14 relatives. We also spoke with five staff members and the registered manager. We reviewed a range of records. This included five people's care records. We also looked at medicine administration records, records of accidents, incidents and complaints and quality assurance records. We also looked at two staff recruitment files.
Updated
14 November 2019
About the service
CRG Homecare – Wolverhampton is a domiciliary care service providing personal care to people living in their own homes. 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. At the time of the inspection 210 people were receiving a regulated service.
People’s experience of using this service and what we found
People told us they felt safe when receiving care. Staff knew how to identify and report concerns relating to people's safety and well-being. Risks were assessed and managed to reduce the risk of avoidable harm. People received support to take their medicines as prescribed. Staff were safely recruited.
Decisions about people's care and treatment were made in line with law and guidance. 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.
Staff received training relevant to their role and understood people's individual and diverse needs.
People were happy with the support they received with meals and drinks. People were supported to access healthcare support when needed.
People were supported by a caring staff team who respected people's choices. People were supported to maintain their independence and their privacy and dignity was valued.
People were supported by a staff team who understood their needs and preferences. People and their relatives were involved in the assessment and planning of their care. People knew how to raise a concern if they were unhappy about the service they received.
People, relatives and staff felt the service was well managed. The registered manager and staff team had made improvments since the last inspection. People, relatives and staff were given opportunities to share feedback about the service. The registered manager and provider undertook regular auditing to ensure the quality of care provided. Staff held fundraising events to raise money for local charities.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was good (published 12 April 2017).
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.