Archived: Person Centred Care Services Limited

Person Centred Care Services are a domiciliary care service based in Stalybridge which is registered to provide personal care and support to people in their own homes. At the time of our inspection, 52 people were using the service. Not everyone using the service receives a regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. The service worked with people with a variety of different needs which included older adults, and those with different types of disability.

People’s experience of using this service:

People and relatives were very positive about the service and told us, “I’m very pleased with the service.” They said they had consistent staff who always turned up and were on time.

The staff we spoke with knew the people they were supporting well and had a good understanding of how to provide appropriate support. There were systems in place to ensure staff were available to cover any calls as required.

There were risk assessments in place which were detailed and specific to the individual and included moving and handling, eating and drinking and pressure care as well as environmental risks.

There were suitable systems in place to recruit staff safely and appropriate checks were being undertaken.

Staff received the training they needed to support individual’s with their specific health and social care needs.

The service worked closely with other health care professionals and supported individuals to access appropriate health care services as required.

People’s experience of care was regularly reviewed through quality assurance calls and surveys.

People, relatives and staff felt able to raise concerns with the registered manager and felt these were addressed quickly and effectively. Records demonstrated that complaints were full investigation and action to address concerns taken.

Rating at last inspection: At the last inspection the service was rated as Good (06 December 2016).

Why we inspected: This was a planned inspection to check that this service remained Good.

Follow up: We will continue to monitor the service through information we receive and inspect in line with our re-inspection schedule for services rated good overall.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Person Centred Care Services Limited was last inspected by CQC on 11 September 2013 and was compliant with the regulations in force at that time.

Person Centred Care Services Limited provides care and support to people in their own homes. On the day of our inspection there were 49 people using the service.

The service had a registered manager in place. 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.

Accidents and incidents were appropriately recorded and investigated. Risk assessments were in place for people who used the service. Staff had been trained in safeguarding vulnerable adults. Procedures were in place to ensure people received medicines as prescribed.

The registered provider had an effective recruitment and selection procedure in place and carried out relevant checks when they employed staff. Staff were suitably trained and received regular supervisions and appraisals.

The registered manager and staff we spoke with had a good understanding of the principles and their responsibilities in accordance with the Mental Capacity Act 2005 (MCA).

Staff supported people with their dietary needs and completed food hygiene training.

People who used the service, and family members, were complimentary about the standard of care at Person Centred Care Services Limited. Staff treated people with dignity and respect and helped to maintain people’s independence by encouraging them to care for themselves where possible.

Care records showed that people’s needs were assessed before they started using the service and care plans were written in a person centred way.

People were supported to go out into the community, attend appointments and other events and leisure activities.

People who used the service, and family members, were aware of how to make a complaint and the registered provider had an effective complaints procedure in place.

Staff felt supported by the registered manager and were comfortable raising any concerns. People who used the service and staff were regularly consulted about the quality of the service. People who used the service and family members told us the management team were approachable and understanding.

The provider had a number of policies and procedures in place regarding medication which provided instruction to staff. We were told that all staff received medication training appropriate to their roles.

One person using the service, who had several visits each day, told us they were fulfilled by the same group of staff. They said "I know them all and they know what they are doing". People described staff as "polite", "very decent" and "respectful". One person said they were "absolutely marvellous".

We saw evidence that the provider carried out regular quality assurance checks. Approximately every three months the provider contacted each person using the service to check if they were satisfied with all aspects of the care and support provided. The records showed that, where possible, the provider acted on feedback received. The provider also had a complaints policy in place.

We spoke to people who used the service and where they were unable to speak to us we spoke with their relatives. Comments included'The carers at the moment are ok'. And 'I get a telephone call on a regular basis'

We saw evidence that staff received training in the safeguarding of vulnerable people and the staff we spoke to were aware of policies and procedures in place to help protect people using the service from harm or abuse including whistleblowing.

We saw that the manager followed a robust recruitment process when recruiting care workers. Staff we spoke with confirmed this which meant that people employed by the service were of good character and suitable to perform their job.

The provider had systems in place to support staff to be suitably skilled to meet people's needs. We saw signed and dated documents showing that structured staff supervisions took place every three months.

Regular checks and reviews were done with people who used the service which showed that provider had an effective system in place to assess the quality of their service and obtain the views of people who used the service and others.