Archived: Revive Care Service - East London

Updated 22 September 2021

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 was completed by two inspectors and an expert by experience. An expert by experience is a person who has personal experience of using or caring for someone who uses this type of care service.

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 a nominated individual who was undergoing the registration process with the Care Quality Commission to become the registered manager. This means the provider is 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 24 hours’ notice of the inspection. This was because we needed to be sure that the provider or manager would be in the office to support the inspection.

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 used all of this information to plan our inspection.

During the inspection

We spoke with four members of staff which included the manager, the operations manager, a field care supervisor and the human resources manager.

We reviewed a range of records. These included nine people’s care records. We looked at six staff files in relation to recruitment, supervision and training. A variety of records relating to the management of the service, including policies and procedures were reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We reviewed documentation provided and liaised with service commissioners. We spoke with five people who used the service and 10 relatives. We also spoke with two care workers and received written feedback from four care workers.

Updated 22 September 2021

About the service

Revive Care Service – East London is a domiciliary care service, providing personal care to people living in London.

Not everyone who used the service 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. On the day of the site visit, 97 people were receiving the regulated activity of personal care.

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

Risk assessments were not always detailed enough to provide staff with guidance for safe care or implemented effectively to help reduce risks to people. Care plans did not always provide relevant information. We have made a recommendation about care plans.

People were not always supported by enough staff. We received mixed feedback about staff punctuality and staff deployment from people who used the service and their relatives. People and their relatives told us they did not always receive a weekly rota of care staff and visit times.

Medicines was not always managed safely. The service did not check medicines records. Medicines administration records were not always clear and concise. Infection control procedures were not always followed. Staff confirmed they were provided with enough personal protective equipment such as masks and gloves. We have made a recommendation about infection control.

We were not assured the provider had effective systems and processes in place to ensure the safe running of the service.

People’s healthcare-associated risks were identified and assessed. People’s needs were assessed before they received care from the service. People’s needs were met by staff who were well trained and received regular support and supervision. People’s dietary needs were met effectively.

Most people and their relatives told us staff were caring and treated their family with respect and dignity. People and their relatives were involved in making decisions regarding their care. Staff were recruited safely.

People’s cultural and religious needs were respected when planning and delivering care. Discussions with the senior management and staff showed they respected people’s sexual orientation so that lesbian, gay, bisexual, and transgender people could feel accepted and welcomed in the service. The provider had a complaints procedure in place and people and relatives knew how to make a complaint.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

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

Rating at last inspection

This service was registered with us on 23/11/2018 and this is the first rated inspection.

Why we inspected

The inspection was prompted in part due to concerns received about medicines, recruitment, staffing levels and missed call visits. A decision was made for us to inspect and examine those risks.

Enforcement

We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection.

We will continue to monitor the service to keep people safe and to hold providers to account where it is necessary for us to do so.

We have identified three breaches of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 in relation to safe care and treatment, staffing and the overall governance of the service.

Follow up

We will request an action plan for the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.