Loyalcare Group Services Ltd

Updated 29 September 2018

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This was an announced inspection and took place on 19 June 2018. 48 hours’ notice of the inspection was given because the service is a domiciliary care agency and the registered manager is often out of the office supporting staff or providing care. We needed to be sure that they would be in.

Before the inspection, the provider did not complete a Provider Information Return (PIR), as one was not requested. The PIR is information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make. We also checked notifications made to us by the provider, safeguarding alerts raised regarding people living at home and information we held on our database about the service and provider.

The inspection was carried out by one inspector.

There were 18 people receiving a service and 11 staff. During the inspection, we spoke with four people and their relatives, and four staff. We also spoke with the registered manager and office team during the office visit. We also contacted two healthcare professionals.

We looked at three people’s care plans and three staff files. We also checked records, policies and procedures and quality assurance systems.

Updated 29 September 2018

This was an announced inspection that took place on 19 June 2018.

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. This service also provides care and support to people living in ‘supported living’ settings, 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. It is located in the Leatherhead area and covers mid Surrey. A service is provided for people who misuse drugs and alcohol, have dementia, people with an eating disorder, learning disabilities or autistic spectrum disorders and mental health issues.

This was the first inspection since the service was registered.

There was a registered manager in post. 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 and associated Regulations about how the service is run.

People and their relatives said they were satisfied with the service the agency provided and way staff delivered it, in the course of their duties.

Records kept by the agency were up to date and covered all aspects of the care and support people received, the support choices they had made and identified if they were met. The records were clearly recorded, fully completed, and contained regularly reviewed information that enabled staff to perform their duties.

Staff knew the responsibilities their roles entailed towards the people they supported, the tasks they performed and were made aware of how people liked to receive support. Staff had appropriate skills and provided care and support in a professional, compassionate and kind way.

Staff also knew that they must treat people equally and respect their diversity and human rights. People and their relatives said they felt fairly treated.

Staff received appropriate training and made themselves accessible to people. They thought the organisation was good to work for; they enjoyed working there and had access to good training and support.

People and their relatives were encouraged by the registered manager and staff to discuss health and other needs and agreed information was passed on to community based health professionals, if required.

Staff protected people from nutrition and hydration associated risks by giving advice about healthy food options whilst still making sure people’s likes, dislikes and preferences were met.

The agency was aware of the Mental Capacity Act (MCA) and their responsibilities regarding it.

The registered manager consistently monitored and assessed the quality of the service provided and was approachable, responsive and encouraged feedback from people.