14 June 2022
During an inspection looking at part of the service
Phoenix Gold Homecare Main Office is a is a community-based care provider that provides personal care to people living in their own homes. At the time of inspection there were 21 people in receipt of the regulated activity of personal care.
Everyone who received support at the time of our inspection received personal care. 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
Risk assessment and risk management plans required improvement to ensure staff were always provided with up to date information on how to mitigate risks to people. Recruitment processes needed to be improved to ensure staff were always recruited safely. There were sufficient staff to support people safely with their scheduled care calls. Staff had received training in safeguarding and knew the actions to take to keep people safe. Overall, people's medicines were managed safely. The provider had infection control policies and procedures in place to guide staff on how to reduce the risk of infections.
People were not always supported to have maximum choice and control of their lives and staff didn’t always support them in the least restrictive way possible and in their best interests; the policies and systems in the service did not support the assessment of people’s mental capacity to determine how and when best interests decisions were made. Staff received induction and training in their role. The service worked with health and social care professionals to improve outcomes for people.
The provider had improved governance systems since our previous inspection and had introduced new auditing systems. However, governance systems were not always effective in identifying areas of improvement such as recruitment procedures and risk management. Staff spoke positively about leaders at the service.
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 June 2019). At this inspection this rating has changed to requires improvement.
Why we inspected
This inspection was prompted by a review of the information we held about this service. This report only covers our findings in relation to the Key Questions of Safe, Effective and Well-led which contain those requirements. The ratings from the previous comprehensive inspection for those key questions not looked at on this occasion were used in calculating the overall rating at this inspection. The overall rating for the service has changed to requires improvement. We have found evidence that the provider needs to make improvements. Please see the Safe, Effective and Well Led sections of the full report.
You can read the report from our last comprehensive inspection, by selecting the 'all reports' link for Phoenix Gold Home Care on our website at www.cqc.org.uk.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.