Background to this inspection
Updated
4 November 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 team consisted of one inspector and one 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 homes.
The service did not have a manager registered with the Care Quality Commission. The manager, in post at the time of this inspection, was in the process of applying to become the registered manager. The registered manager and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave a short period notice of the inspection because we needed to ensure there would be staff in the office.
What we did before inspection
We reviewed information we had received about the service since it was registered. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.
We spoke with 13 people and their relatives who used the service.
During the inspection
During the visit to the office we spoke with the manager, the operations director and the nominated individual.
We reviewed a range of records. This included two people’s care records, two staff files. staff training and support. Information relating to the management and oversight of the service was gathered.
After the inspection
After the site visit to the office, we spoke with nine staff, two relatives and a healthcare professional who worked with the staff. We continued to seek clarification from the provider to validate evidence found.
Updated
4 November 2021
About the service
Purple Balm Plymouth (hereafter known as Purple Balm) is a domiciliary care agency registered to provide personal care to people living in their own homes within the Plymouth area. It was supporting 25 people at the time of the inspection, this included adults and children. Support provided varied from a 24 hour a day package of care to 30 minute visits to people to support them to live independently at home.
People’s experience of using this service and what we found
Feedback at the last inspection suggested communication between the office and people could be improved. We recommended that people were contacted in a timely way to ask for their views.
At this inspection we found action had been taken and people had been asked for their views regularly, and a survey was due to be sent out in November this year. However, communication generally between the office, staff and people was raised consistently, at this inspection, as not being as good as it could be.
Some staff told us communication from the management team was not always good. They were not always informed of changes to their visits in an effective manner. Visits get added to my rota without any conversation,” “I struggle with the lack of communication. I have emailed them about a few things with no response” and “I adore my job, the only downside is the office staff and communication."
People said communication was often via email and that this was not always picked up by them in a timely manner. They told us, “I just think it is unprofessional and feels quite inconsiderate to just cancel visits or send a substitute carer without just picking up the phone.
We have made a recommendation that the manner in which information is communicated to people and staff is reviewed.
People confirmed they were advised of any visits that were cancelled. People told us staff were usually on time for visits and stayed for the agreed time.
Staff were provided with regular supervision, competency checks and spot checks. These were recorded clearly and signed by the staff. Clinical oversight of the service was led by a registered nurse. There was also a clinical supervisor who staff could contact for assistance when necessary.
People told us they felt safe and well supported by staff. People told us they liked their staff and felt they knew their needs well. Staff had completed safeguarding training and knew how to identify and where to report suspected abuse.
Staff were recruited using a robust process to check if they were safe to work with people who may be vulnerable.
Medicines were managed safely. Electronic records enabled effective monitoring of all care and support provided by care staff.
Regular team meetings took place. The manager confirmed that meetings for specific teams of staff had taken place electronically and were now taking place face to face.
Risks were identified were assessed and there was guidance for staff on how to support people to manage these risks. Healthcare concerns were escalated appropriately.
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.
People were happy with the care they received. They told us, “I am fully confident that they are well trained and know what to do for (Person’s name)” and “The carers are all well trained and I feel confident that they know what they are doing. They always tidy round before they leave and always ask permission before they do things.”
There was an understanding of the regulatory requirements by the manager and regular monitoring and audits were taking place.
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 24 September 2019. The first focused inspection was on 2 November 2020. We inspected only the Safe and Well-led questions, this was due to the Covid-19 pandemic, and no overall rating was given. This is the first full inspection leading to an overall rating.
Why we inspected
This was a scheduled comprehensive inspection based on the date of registration.
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.