The Care Quality Commission
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Archived: Care and Respite Support Services Limited

Overall: Good read more about inspection ratings

31 Warrington Road, Prescot, Liverpool, Merseyside, L34 5QX (0151) 289 2761

Provided and run by:
Caring Connections Limited

All Inspections

10 & 15 December 2015

During a routine inspection

This was an announced inspection, carried out on 10 & 15 December 2015. ‘48 hours’ notice of the inspection was given because the manager is often out of the office supporting staff or providing care. We needed to be sure that they would be in the office.

The service provides care and support to people living in their own homes as well as supporting people to access the community.

The service does not have a manager registered with CQC. 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.

The last inspection of Care and Respite Support Services Limited was carried out in September 2013 and we found that the service was meeting all the regulations that were assessed.

People had no concerns about their safety and the way they were treated by staff. There were systems in place to protect people from abuse including training for staff and policies and procedures for staff to follow. Staff recognised what abuse was and they were confident about reporting any concerns they had. Recruitment of staff was thorough and safe which ensured people received support from staff who were fit and suitable for the job. People were supported by the right amount of suitably qualified staff.

Staff were confident about dealing with emergency situations and they had details of people and services they could contact if they needed advice, guidance or support at any time of the day or night.

People’s needs were assessed and planned for and staff had information about how to meet people’s needs. People’s wishes and preferences and their preferred method of communication were reflected in the care plans. Contact records which were maintained for each person showed they had received the right care and support. Care plans were regularly reviewed and updated to ensure they remained up to date.

People were involved in the development of their care plans and had agreed with the contents. People confirmed that they had helped plan their own care and had read and agreed with their care plan.

Staff received training and support to carry out their job and they were provided with opportunities to develop within their roles. Staff had their competencies checked and they had access to policies and procedures in relation to safe practice.

The service was flexible around people’s needs and people were notified promptly of any delays. Changes people requested such as visit times were accommodated without any question and if staff were running late they ensured people were contacted and informed of this.

The Care Quality Commission (CQC) is required by law to monitor the operation of the Mental Capacity Act (MCA) 2005 Deprivation of Liberty Safeguards (DoLS) and to report on what we find. Policies and procedures were in place to guide staff in relation to the Mental Capacity Act 2005 and Deprivation of Liberty Safeguards (DoLS). Decisions made on behalf of people were made in accordance with the law to ensure they were made in people’s best interests.

People had access to information about how to complain and they were confident about voicing any concerns they had. Complaints were taken seriously and dealt with in a timely way.

People were complimentary about the manager and the way she managed the service, they described the manager as approachable and supportive. There were good lines of communication across the service. People who used the service and staff were notified of changes in a timely way and they were consulted about plans for future developments of the service.

There were systems in place for assessing and monitoring the quality of the service. A dedicated member of staff carried out a range of checks on all aspects of the service. This included checks on documentation to make sure it was up to date and accurate and seeking people’s views about the service they received. The registered provider had a set of policies and procedures which guided people who used the service and staff about good care and practice issues.

25 September 2013

During a routine inspection

We spoke with people who were in receipt of support from the service about how they gave consent to the support they received. One person said, 'I get what I want, when I want it. If ever anything is going to change it is agreed between us."

The people we spoke with who used the service all spoke highly of the staff and the support they received. One person said, "Things couldn't be better, we get the same staff most of the time and everyone knows what's expected of them.'

Everyone we spoke with about the service they or their family received were positive about the staff. One relative said, "They are all excellent and treat us and our home respectfully.'

Everyone we spoke with said they had opportunities to feedback on the way the service was delivered.

No-one we spoke with had ever wanted to make a complaint. People were confident that they would know how to make a complaint and that it would be dealt with to their satisfaction.

4 July 2012

During a themed inspection looking at Domiciliary Care Services

We carried out a themed inspection looking at domiciliary care services. We asked people to tell us what it was like to receive services from this home care agency as part of a targeted inspection programme of domiciliary care agencies with particular regard to how people's dignity was upheld and how they could make choices about their care. The inspection team was led by a CQC inspector and joined by an Expert by Experience who had personal experience of using or caring for someone who used this type of service.

We carried out fifteen telephone interviews and spoke with five people and their relatives within their own homes to gain views about the service. We contacted the local authority that had a contract with the agency, and the local safeguarding adult's team. We also spoke with the manager and eight staff who worked for the agency. We received 13 postal surveys.

People told us that Care and Respite Support Services Limited - Knowsley provided good quality care and offered a reliable service. A number of people only used the service for respite care and to maintain some kind of independence. People spoke positively about their care workers and felt they fully supported their care needs. People also said that their care workers spoke with them in a respectful way.

People said that their care was personalised to their needs and their preferred names were used at all times. One person commented 'The carers announced themselves when they entered my home and asked how I would like to be addressed by them.' People said their care package was reviewed on a regular basis with them and all of the people spoken with said they had completed a questionnaire about the support they had received. People said that they had a choice about the care and support that they received from the agency. Some did not have the capacity to do this but their families did it for them. People were involved about the way their care was given to them. If any one wished to make a complaint about their support they had numbers that they could ring and names of key people. They said that their views were listened to by the management of the agency.

People felt that staff were well trained and understood their needs. They said they felt safe and if they had concerns they would speak with a family member, friend or somebody from the office. People said that the care and support was flexible and could be adjusted to meet people's individual needs.

Staff commented that they enjoyed their work and that the support they got from other staff and the management team was good. They also commented "I like meeting people and helping them", "The job is so interesting and has different challenges", "Its good to make people so much happier" and "It is good to make a difference for someone."