Timeless Care Services Limited

Updated 28 January 2020

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. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team

The inspection was carried out by an inspector and an assistant inspector.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. 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.

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 it is a small service and we needed to be sure that the provider or manager would be available to support the inspection. The inspection was completed in one day.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. This included checking incidents the provider must notify us about, such as serious injuries and abuse. We sought feedback from the local authority, Healthwatch and professionals who work with the service. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England.

On this occasion, we had not asked the provider to send us a provider Information return (PIR). A PIR is a form that asks the provider to give some key information about the service. This includes what the service does well and improvements they plan to make. However, we offered the provider the opportunity to share information they felt was relevant.

During the inspection

We spoke with one person who used the service and four relatives. We asked them about the quality of the care they received. We also spoke with three care staff, the registered manager and the director.

We reviewed a range of records. This included all or parts of records relating to the care of four people as well a range of staff files. We also viewed training and supervision records and records relating to the safety and management of the service.

After the inspection

We asked the director to provide us with a variety of policies and procedures and additional information. All information was sent within the required timeframe. We used all this information to help form our judgements detailed within this report.

Updated 28 January 2020

About the service: 20 Denver Road is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It currently provides a service to older adults. At the time of the inspection, 13 people were receiving support with personal care.

People’s experience of using this service:

The risks to people’s health and safety were assessed and used to reduce risk. People were supported safely by staff. Staff ensured any concerns about people’s safety were reported and referred to the authorities where needed. Records viewed, and feedback received, showed staff mostly arrived for calls on time and stayed the agreed length of time. People’s medicines were managed safely. People felt staff understood how to reduce the risk of the spread of infection. There were processes in place for continued learning to ensure people received safe care and support.

People’s assessed needs resulted in effective risk assessments and care plans. Efforts had been made to ensure these records were formed in accordance with recognised best practice guidance. The registered manager acknowledged more needed to be done ensure this was implemented consistently. Staff were well trained and had their competency to carry out their role regularly assessed.

People received support to maintain a healthy and balanced diet. People had access to other health and social care agencies where needed. 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. The director told us they would ensure that where relatives had the authority to make decisions on other’s behalf, the appropriate records authorising this were always in place.

The person and relatives we spoke with praised the approach of the staff and they had formed positive relationships with them. People were treated with dignity and respect and people found staff to be kind and caring. People were supported to make decisions about their care needs and staff respected their wishes. People’s records were stored securely to protect their privacy.

People’s care was provided in their preferred way. Records provided staff with enough guidance to provide person-centred care. The provider was working to ensure information was always provided in an accessible format. Complaints were handled appropriately and in-line with the provider’s complaints policy. People did not currently receive end of life care..

Relatives would recommend this service to others. Staff had a good understanding of people’s needs. They enjoyed their role and provided care in accordance with the provider’s aims and values. People’s views were welcomed and valued, and action was taken to address any concerns. Quality assurance processes were in place to continually assess the standard of the care provided.

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 7 November 2018 and this is the first inspection.

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.