Background to this inspection
Updated
7 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 an Expert-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 it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 24 September 2019 and ended on 27 September 2019. We visited the office location on 26 September 2019.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.
During the inspection
We spoke to three people, three relatives, two staff and the registered manager. We reviewed care plans for three people and checked two staff files. We also checked rotas and documentation related to quality assurance and the running of the service.
Updated
7 November 2019
About the service
Platinum Care Appointments Limited - 8 Meon Close is a domiciliary care agency providing personal care to 10 people. They provide support to older people and people with long term conditions, 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.
People’s experience of using this service and what we found
People told us they felt safe and we saw systems in place to identify and respond to risks and monitor any incidents or concerns. Staff were deployed safely and people received care when they expected it. Staff understood how to reduce the risk of the spread of infection and where they required it, people’s medicines were managed safely.
People said staff were well trained and prepared them foods they liked. Where people had dietary needs, these had been planned for. 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’s needs were assessed and staff responded to changes in people’s health promptly.
People were supported by staff who they got on well with. We heard examples of staff providing support to people which exceeded expectations and people received support from consistent staff they knew well. Care was provided in a way that promoted dignity and people were encouraged to maintain their independence.
Care was planned in a personalised way and changes in people’s needs were responded to promptly. People knew how to complain and felt confident any issues they raised would be addressed.
People and staff spoke positively about the registered manager. The registered manager had a vision to keep the service small and local and this was being sustained. People spoke positively about the type of service they received because it was personalised in nature. There were regular checks to monitor the quality of the care people received.
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 15 November 2016).
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.