Choices Homecare (Sheffield)

Updated 6 April 2022

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 Health and Social Care Act 2008.

Inspection team

The inspection was carried out by one inspector 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 manager who was in the process of registering with the Care Quality Commission. This means that they 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 the manager short notice of the inspection. This was because we needed time for the agency to request permission from people for us to contact them by phone to gain their views of the service.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We spoke over the telephone with six people who used the service and six relatives. We emailed all staff to ask a range of questions. We spoke with eight staff in person, including the manager, a care coordinator, the assessment and review officer and care workers. We visited the office location to review written records. We looked at four people's care records. We checked records relating to the management of the service including policies and procedures and quality assurance records.

Updated 6 April 2022

Choices Homecare Rotherham is a domiciliary care service providing care and support to people living in their own homes in the Rotherham and Sheffield area. At the time of our inspection there were 49 people using the service. 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.

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

People told us they felt safe whilst being cared for by staff. Relatives agreed their family members were safe. There were enough staff, to support people's needs, however some people told us their visits were not always carried out at the agreed times. People and relatives said this had an impact on their wellbeing. They also told us they were not informed when staff were going to be late which was not acceptable. The manager told us additional office staff were being recruited which would help to better organise visit times. This also meant people and relatives could be informed if staff were running late.

We have made recommendations that the provider regularly reviews staffing levels to ensure they can meet unexpected demands and implements a robust procedure to engage with people when their service is likely to be disrupted.

There were systems and processes in place to minimise risks to people. These included making sure staff knew how to recognise and report abuse. Staff were recruited safely, and pre-employment checks were carried out prior to them commencing work at the service. Staff felt supported by the manager. Staff had received supervision to help them in their roles and training had been completed or in the process of being arranged for them.

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 supported to receive adequate food and drink to remain healthy. People chose what they wanted to eat and drink. Staff knew the people they were supporting and provided a personalised service. Support plans showed how people wished to be supported and people were involved in making decisions about their care. Staff treated people with respect and people's dignity and privacy was actively promoted.

The manager understood their regulatory responsibilities. Systems and processes for monitoring quality and safety were effective. The management team had identified some audits were overdue and had started taking action to address this. Systems were in place to deal promptly and appropriately with any complaints or concerns.

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 20 August 2020. On 23 November 2020 we carried out a focussed inspection covering the key questions safe, effective and well-led. We did not give the service an overall rating.

Why we inspected

We undertook this comprehensive inspection to give the service a rating.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.