CCK Support Ltd

Updated 15 January 2020

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 team consisted of 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.

The service had two registered managers registered with the Care Quality Commission. This means that they 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 we needed to be sure that the provider or registered managers would be in the office to support the inspection.

Inspection activity started on 5 December 2019 when we contacted people and relatives by telephone and ended on 10 December 2019 when we visited the office location.

What we did before the inspection

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 reviewed the information we already held about this service, including details of its registration, previous inspection reports and any notifications of significant incidents the provider had sent us. We used all of this

information to plan our inspection.

During the inspection

We spoke with two people who use the service and seven relatives about their experience of the service. We spoke with the provider, the two registered managers, a co-ordinator, and three care staff. We reviewed a range of records. This included four people's care plans and associated records. We looked at four staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including surveys and quality assurance records.

After the inspection

We received feedback from other professional agencies who are involved with the service.

Updated 15 January 2020

About the service

CCK Support Ltd is a domiciliary care agency. It provides personal care to people living in their own houses

and flats. At the time of the inspection the service was providing care for 26 people including people with physical disabilities, mental health problems and people living with dementia. The service was provided in Canterbury, Whitstable, Herne Bay and surrounding areas.

Not everyone using CCK Support Ltd receives regulated activity; the Care Quality Commission (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 take into account any wider social care provided.

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

People and relatives were positive and complimentary about the staff who supported them and the service they were provided with.

Audits undertaken by the registered managers had not identified there were some gaps in employment histories. We have asked the registered managers to improve this. People told us that they received their calls from regular staff who were on time and they had no missed calls. People received support from the registered managers and office staff when they needed it. They said there was always someone at the end of the phone.

People told us they felt safe and supported by staff in the way they preferred. Staff demonstrated good knowledge and received training on how to protect people from abuse. Staff could identify the forms of abuse and knew what they would do if the suspected or witnessed the different types. People spoke with staff about any potential risks to their health and welfare. These were assessed, monitored and regularly reviewed. Staff knew how to keep people safe from harm. People told us they received their medicines when they needed them. Staff administered people’s medicines safely

The registered managers made sure there was enough suitably trained staff to provide support to people. People said they were confident in the staff’s skills and abilities to look after them and keep them safe. Staff felt supported and valued. The registered managers checked that staff were undertaking their roles safely and effectively.

People's needs were assessed before they started using the service to make sure staff could deliver the care that they needed. People had been able to plan their visits with staff and how they wanted their care provided. Care plans were developed and reviewed regularly. People agreed to the support and care planned with them.

People were supported to have maximum choice and control of their lives. Staff supported them in the least restrictive way possible and in their best interests. People were able to make decisions about their care and support and to maintain control of their lives. People's personal information was stored securely.

People said staff were kind, compassionate and caring and took their time to carry out their duties and did not rush. People said they were listened to and that they were treated respect.

People had access health care professionals when they needed them. The staff worked with other agencies to provide joined up care including specialist nurses when people were at the end of their lives. People were supported and cared for at the end of their life.

People were protected from the risks of developing infections. When staff prepared meals for people, they were supported to have a range of nutritious food and drink that they had chosen.

People knew what to do if they had any concerns or complaint. They said they would be listened to and their concerns would be taken seriously and acted on.

The registered managers were approachable and supportive and took an active role in the day to day running of the service. The culture within the agency was transparent, personalised and open. People and staff were positive about the registered managers. The registered managers and staff had ensured the delivery of high quality and safe care and understood their role and responsibilities

The registered managers worked closely with the staff team to monitor the care provided and any improvements needed were made. People had been asked for their views on their care and staff were happy working for the provider

Rating at last inspection and update:

At the last inspection on 5 and 7 November 2018, the overall rating of the service was 'Requires Improvement. We found two breaches of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. The provider had continued to fail to ensure that the systems in place to quality assure the service were effective and staff had not received appropriate training to make sure they could carry out their roles safely.

We asked the provider to send us a plan setting out the actions that they would take to meet these legal requirements. The provider returned the action plan within the agreed timescale and told us they would meet all breaches of regulations by 17 January 2019.

At this inspection on 5 and 10 December 2019, we found that the provider had made improvements and was no longer in breach of the regulations.

Why we inspected

This was a planned inspection based on the previous rating.

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.