iCare Living Limited

Updated 26 July 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.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in [their own houses and flats]. This service provides care and support to people living in a number of ‘supported living’ setting, so that they can live as independently as possible. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for supported living; this inspection looked at people’s personal care and support.

The service did not currently have a manager registered with the Care Quality Commission. A registered manager 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 in the office to support the inspection.

Inspection activity started and ended on 26 June 2019. We visited the office location on 26 June 2019.

What we did before inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. 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

During the inspection we spoke with two people who used the service, seven care staff, the area manager, the deputy and the care co-ordinator. We also left our contact details for anyone who did not feel comfortable talking in a group setting, or for any other members of staff, to contact the inspector direct. Following the inspection we also spoke with two relatives.

We reviewed a range of records. This included three people’s care records and medication records. We looked at two staff files in relation to recruitment and staff supervision, staff training records, competency assessments and supervision records. We looked at accident and incident recordings and a variety of records relating to the management of the service, including audits and feedback received on service delivery.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at training data and received correspondence regarding filling the role of registered manager.

Updated 26 July 2019

About the service

iCare Living Ltd are registered to deliver personal care. They provide Domiciliary care and Supported living services to older and young people living in their own homes. People who used the service may have a range of support needs related to old age and/or dementia, misuse of drugs and/or alcohol, an eating disorder, physical disability, sensory impairment, learning disabilities or autistic spectrum disorder or mental health issues. At the time of our inspection six people were using the supported living service and were being supported in their own homes.

The service has been developed and designed in line with the principles and values that underpin Registering the Right Support and other best practice guidance. This ensures that people who use the service can live as full a life as possible and achieve the best possible outcomes. The principles reflect the need for people with learning disabilities and/or autism to live meaningful lives that include control, choice, and independence. People using the service receive planned and co-ordinated person-centred support that is appropriate and inclusive for them.

People’s experience of using this service and what we found

Management had taken onboard the concerns raised in an anonymous complaint and used the information to make positive changes to the service. Staff were on board with the changes being introduced and felt they were being listened to by management.

People were supported by a group of staff who had received training in how to recognise signs of abuse. Where concerns of a safeguarding nature arose, these concerns were reported and acted on appropriately.

Staff were aware of the risks to the people they supported and the actions they should take to keep people safe from harm. Staff were provided with the most up to date information regarding people’s care needs and shared information with each other in order to provide safe and effective care.

Staff felt well trained and new training opportunities were provided to them. Staff received regular supervision and were provided with the opportunity to raise any concerns they may have in a variety of ways.

A variety of audits were in place to provide management with oversight of the service. Individual lessons were learnt when things went wrong and action was taken where necessary.

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 were supported to maintain their independence and access a variety of healthcare services to meet their needs.

The service applied the principles and values of Registering the Right Support and other best practice guidance. These ensure that people who use the service can live as full a life as possible and achieve the best possible outcomes that include control, choice and independence.

The outcomes for people using the service reflected the principles and values of Registering the Right Support by promoting choice and control, independence and inclusion. People's support focused on them having as many opportunities as possible for them to gain new skills and become more independent.

Staff presented as caring individuals who were respectful of the people they supported. Staff obtained people’s consent prior to supporting them and were mindful of maintaining people’s privacy and dignity when offering support.

People were supported to maintain relationships that were important to them and to take part in activities that were of interest to them. People were supported by a group of staff who knew them well. Care records reflected how people wished to be supported and what was important to them.

Where complaints had been received, they were recorded and acted on appropriately. People and staff were confident they would be listened to, should they raise concerns.

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 8 November 2016).

Why we inspected

The inspection was prompted in part due to concerns received about the lack of manager in post, staff supervisions and training not taking place, staff not being supported and reviews of care not taking place. A decision was made for us to inspect and examine those risks.

We found no evidence during this inspection that people were at risk of harm from this concern. Please see the effective and well led sections of this full report.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for iCare Living Limited on our website at www.cqc.org.uk.

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.