We carried out a review of the data available to us about Quay Care (Poole) Limited 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 Quay Care (Poole) Limited, you can give feedback on this service.
Quay Care (Poole) Limited is a domiciliary care agency providing personal care and support to people living in their own homes. Not everyone who used the service received personal care. At the time of this inspection eight people were receiving the regulated activity of personal care from the service. 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’s care plans were detailed and kept up to date to which meant they received effective care and support.
People and their relatives felt safe with the care staff who visited them. One relative told us their loved one, “Was treated with kindness and with proper care.” People received support from a small team of care staff who knew their care needs and preferences well. People receiving a service and their relatives described the care staff as, “Like family”.
The service was well led with a focus on the recruitment, training and development of staff to ensure people received a safe, caring and responsive service.
People were protected from abuse and avoidable harm. Staff were confident any concerns of abuse or neglect reported would be responded to by the management team. Staff told us they felt their own well-being needs were supported.
People using the service were supported safely and any risks identified were assessed and could be mitigated. Where people were supported to eat and drink this was done safely. Medicines were managed safely. People were supported to take their medicines by trained and competency checked 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 referred to health and social care professionals to be assessed for any equipment needed to help promote their independence in their own home.
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 21 September 2017)
Why we inspected
This inspection was prompted by a review of the information we held about this service.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.
The service had a registered manager. 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.
54 Parkstone Road (Quay Care) provides a personal care support service to people in their own home. At the time of this inspection the service was providing a personal care and support service to 16 people. The service supports people who fund their personal care and support themselves or through the direct payments system (This is a system the local authority gives people money directly to pay for their own care, rather than the traditional route of a local government authority providing care for them). The service does not contract directly with local authorities or local clinical commissioning groups.
People received care and support in a personalised way. There was a small team of staff that knew people very well and understood their needs. There were personalised care plans in place so that staff knew what care and support to provide people. People received the health, personal and social care support they needed and any risks were managed. People told us they felt safe with staff.
Staff were exceptionally caring, and went the extra mile to support people in their own time. Staff were very motivated and demonstrated a commitment to providing the best quality care to individuals and their families in a compassionate way. People and staff had good relationships and people told us they liked all of their staff.
People’s independence in their own homes and the community was encouraged. Staff ensured people were referred to appropriate health and social care professionals in order to receive any specialist equipment they needed.
People received outstanding end of life care with the registered manager staying with and caring for people in their own time to make sure they were not alone. Staff sensitively supported people’s families as well as the person.
There were systems in place to safely manage and administer medicines for people. Staff had been trained in the safe administration of medicines.
Staff had an understanding of legislation designed to protect people’s rights and were clear that people had the right to make their own choices. People were involved and consulted in planning their care and support.
People and their relatives knew how to raise concerns or complaints. People were regularly consulted by the service.
Staff received an induction and core training so they had the skills and knowledge to meet people’s needs. There were enough staff employed and staff were safely recruited.
The culture within the service was personalised and open. There service was small and well-led by the management team. People felt comfortable talking to the office staff and frequently phoned for advice and for a chat. There were systems in place to monitor and improve the safety and quality of the service provided.