About the service Chosen Care Group is a domiciliary care agency that provides personal care to people living in their own homes. At the time of our inspection the service was supporting 162 people.
People’s experience of using this service and what we found
Systems were in place, including risk assessments to keep people safe. Recruitment practices were robust, and mostly people received consistent care in a timely manner. There were systems in place to make sure people received their medicines safely and to protect them from the risk of infection. The service analysed accidents and incidents to prevent reoccurrence and keep people safe and well.
Staff were supported through training and supervisions to provide effective care and support. People were supported to have their nutritional needs met and the service worked well with other health and social care professionals to provide holistic care and support and keep people well. 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 had mixed feelings about how caring the service was, but they told us they were involved in their care package. People felt they were encouraged to be as independent as possible. Care plans did not initially reflect people’s needs relating to equality and diversity. Following the inspection, the service updated people's care plans to ensure equality and diversity was considered. We made a recommendation to ensure staff did not use their mobile phones in people’s homes.
People received individualised care that met their needs. Information was provided to people in an
accessible format. Mostly, people told us they felt able to make a complaint and were confident that complaints would be listened to and acted on. People received responsive end of life care; following the inspection the service advised they would update their paperwork to ensure end of life care was discussed when care packages started.
Mostly people, relatives and staff spoke positively about how the service was managed. There were systems in place to manage and monitor the quality of the service provided. The management team had regular contact with people using the service and staff. They welcomed suggestions on how they could develop the service and make improvements. The registered manager liaised with other health and social care professionals to ensure a high-quality service was being delivered.
Rating at last inspection
The last rating for this service was good (published 26 April 2017).
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.