- Homecare service
Global House Facilities (UK) Ltd
Report from 23 January 2024 assessment
Contents
Ratings
Our view of the service
Our view of the service Global House Facilities (UK) Ltd is a domiciliary care service providing personal care to people living within the local communities within their own homes. At the time of our inspection there were eight 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. We carried out an on-site assessment on 19 February 2024 and an off-site assessment commencing on 19 February 2024 and ending on 22 February 2024. We looked at 13 quality statements: covering safe, effective, responsive and well-led domains. At this assessment we found the provider had not addressed concerns identified at the service’s last inspection that related to ensure consent to care and treatment was practiced in line with law and guidance. People were not always protected from the risk of abuse or harm. The systems and processes in place for managing and administering people's medicines was not safe. The provider failed to ensure there were systems in place which provided safe and effective staffing. People using the service have not received appropriate person-centred care and treatment based on an assessment of their needs and which reflected their personal preferences. Not enough improvement had been made to provide safe effective leadership, governance and to have and maintain robust oversight of the service and its delivery.
People's experience of this service
People’s experience of this service People and their relatives gave us a mixed feedback about their experiences. People and their relatives said, the provider ensured the continuity of their care and that they felt safe when receiving care and support from staff. For example, one person told us, “I feel safe with the staff that look after me”. One relative said, “My relative loves the staff and we are both happy. [My loved one] is kept very safe in their hands”. Another relative commented, “We have no safety issues with my relatives care”. A third relative said, “They are well trained and well capable to carry out the required care duties on my relative”. People and their relatives told us, they were involved in assessment of needs and the assessments went well to ensure the care they get is accurate and that they have care plan as agreed. One person told us, “I have a care plan and It’s kept up to date with my input”. All my individual needs are fully met, and I couldn’t complain in any way”. A relative said, “We have a care plan as agreed, and I have full involvement and I’m allowed to share communications with it”. However, some people didn’t always receive the visits on time, to meet their assessed needs in a timely manner. For example, one relative told us, “Punctuality is something that needs to improve a bit”. “The times can vary drastically of up to 2 hours difference”. “As relative I also wish they could stay longer”. Another, relative said, “The timing is the problem”. “My relative would like someone at 8.00 am and she often doesn’t get the visit until 9.30 am and that annoys her”. Another relative commented, “The company is hap-hazardly run by management”. “It’s very inconsistent”. “It seems the management are learning as they are doing”. “I would recommend Global House Facilities (UK) Ltd, for the staff, but not so much for management”.