Archived: Complete Care Services Blackburn

Complete Care Services Blackburn is a domiciliary care agency that was providing personal care to 23 people aged 65 and over at the time of the inspection.

People’s experience of using this service:

The service had not always appropriately managed risks to people's health and wellbeing and staff had not always undertaken training to address risks people presented with. Action was taken during the inspection to address this. Staff were working long shifts and reduced days off to ensure that care was delivered in line with care packages agreed, this resulted in staff morale being low. Recruitment systems and processes were not always robust. Medicines were not always managed safely.

Some staff had commenced the Care Certificate, although had not completed this within specified timelines in the company policy and procedure. None of the staff had received one to one supervision. Only two out of the five staff files we looked at had received a spot check to assess their competency in personal care. Staff had undertaken training in Mental Capacity Act, although two out of three staff were unable to tell us anything about it. We have made a recommendation about supporting staff through training and one to one supervision.

We saw complaints had been dealt with, but they did not identify if the desired outcome was achieved or if the outcome was satisfactory. We have made a recommendation about the management of complaints. The service was not always well-led. Staff described the morale as being low due to working over their normal hours due to staff shortages and felt unsupported by the management team. There was a lack of quality assurance systems and processes to monitor the service and drive improvements.

People told us they felt safe when staff were in their homes. Staff knew their responsibilities in relation to infection control. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. People were supported with their nutritional needs, where required and people told us staff would call a doctor if they were unwell.

We received positive comments from people about the caring nature of staff. Staff spoke about people in an extremely kind and caring way, expressing their passion for their role in supporting people. People told us staff communicated well with them and communication needs had been considered in care plans.

People confirmed they were able to contribute to their care plan and their opinions were considered. We found the majority of care plans were person-centred and contained detailed information to direct staff in their roles.

Rating at last inspection:

This was the first rated inspection since the service registered on 16 May 2018.

Why we inspected:

This was a planned inspection.

Enforcement:

We have identified breaches in relation to medicines, recruitment and governance at this inspection. Please see the action we told the provider to take at the end of this report.

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.