We carried out a review of the data available to us about Leicester on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Leicester, you can give feedback on this service.
Leicester 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 there were 11 people using the service.
People’s experience of using this service and what we found
Systems and processes were in place to assess and monitor the quality of care provided. The registered manager was aware of their legal responsibilities and notified the Care Quality Commission as required. Improved communication and systems ensured the views of people, relatives and staff were sought. The management team shared information and learning with the staff team when things went wrong.
All staff completed an induction and training for their role. Staff received further training to increase their knowledge and awareness about specific health conditions which affect people. Staff followed procedures which included safeguarding adults, health and safety and infection control and prevention. Staff were supervised, and their practices were checked to ensure they provided care people needed.
People told us they felt safe. Risk to people had been assessed and reviewed. Care plans provided staff with guidance to meet their needs safely. People were supported to maintain good health, were supported with their medicines and had accessed health care services when needed. Where assessed, staff prepared food and drink to meet people’s dietary needs and requirements.
People were supported by regular reliable staff who knew them and their needs well, which promoted continuity of care. The staff recruitment process ensured staff were suitable and safe to work with vulnerable people. Staff knew how to report concerns when people’s safety and wellbeing was at risk.
People made decisions about their care which were documented in their care plans and respected by staff. 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 by kind and caring staff who they trusted and had built positive relationships with. People’s privacy, dignity and independence was promoted. People were supported by staff who were committed to non-discriminatory practices. People’s communication needs were met and understood by staff.
People received person centred care. The management team and staff had a good understanding of people’s needs and their individual preferences. Care plans were personalised and took account of people’s lifestyle interests and their cultural needs. Staff worked flexibly to enable people to maintain their independence and contact with family and the wider community friends.
Everyone we spoke with felt the management team were approachable and responsive. People were confident complaints would be listened to and acted on. People’s views about the service were sought individually and through surveys.
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 (22nd June 2017).
Why we inspected
This was a planned inspection based on the previous rating.
The service is a domiciliary care agency that provides personal care to people in their own homes. At the time of our inspection 17 people used the service.
The service had a registered manager. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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.
People told us they felt safe. Risks associated with people’s care were assessed and managed to protect people from harm. People could be assured that staff would arrive on time to provide the care that they needed.
People were supported by staff who understood their responsibilities to keep them safe and to report any concerns they may have. There was a recruitment policy in place which the provider followed. We found that all the required pre-employment checks were being carried out before staff commenced work at the service.
People received their medicines as required. Medicines were administered safely by staff who were appropriately trained and competent to do so. People’s health needs were met and when necessary, outside health professionals were contacted for support. They were supported to have enough to eat and drink.
Staff had received training and guidance to meet the needs of the people who used the service. Staff told us that they felt supported. Their competence to do their role was regularly assessed.
People were not supported in line with the requirements of the Mental Capacity Act 2005. Where people were suspected of lacking the mental capacity to make decisions for themselves, assessments had not been taken to confirm this.
People’s independence was promoted and they were encouraged to make choices. Staff treated people with kindness and compassion. Dignity and respect for people was promoted.
The care needs of people had been assessed. Staff had a clear understanding of their role and how to support people who used the service. People contributed to the planning and review of their care.
People were encouraged to give feedback about the service they received. They felt confident that any concerns that they might have would be addressed. People and staff felt that the registered manager was approachable.
Staff were clear on their role and the expectations of them. Staff felt supported.
Systems were in place to monitor the quality of the service being provided and to drive improvement.
The registered manager was aware of their responsibility to report events that occurred within the service to CQC and external agencies.