Complex Care Professionals, a domiciliary care agency in Burnley serving 11 people, received an overall Good rating across all five key questions at its first inspection in January 2023. Minor gaps identified during the inspection—including incomplete risk assessments, inconsistent care records, and staff uncertainty about external safeguarding reporting—were addressed promptly by the nominated individual and registered manager.
Concerns (5)
minor
Safeguarding
: “the staff were unsure about the reporting protocols outside the agency.”
minorCare planning: “We noted not all risks had been assessed in relation to skin integrity and choking.”
minorRecord keeping: “we noted there was inconsistent information in one person's records. This issue was addressed during the inspection.”
minorEnd-of-life care: “During the inspection, the nominated individual arranged for all staff to complete end of life training.”
minorGovernance: “the registered manager agreed they would collate results in order to identify any patterns or trends.”
Strengths
· Sufficient staffing levels with consistent staff teams familiar with people's needs and preferences.
· Medicines managed safely with electronic records checked at least monthly and staff trained to administer medicines.
· Person-centred care culture promoted by the registered manager, with positive feedback from people and relatives.
· Staff received training in safeguarding, infection control, equality and diversity, and MCA principles.
· Effective systems to organise care visits, minimising risk of late or missed calls.
Quality-Statement breakdown (21)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and management; Learning lessons when things go wrongGood
safe: Staffing and recruitmentGood
safe: Preventing and controlling infectionGood
safe: Using medicines safelyGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
effective: Supporting people to live healthier lives, access healthcare services and supportGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff support: induction, training, skills and experienceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: How the provider understands and acts on the duty of candourGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: Engaging and involving people using the service, the public and staff; Working in partnership with othersGood