Ixceed Health UK Ltd received a Good rating across all five key questions in its first CQC inspection, supporting 6 people with personalised, respectful domiciliary care delivered by a consistent and well-led staff team. Minor areas for development included improving the detail of care plans, governance systems, and complaints logging, as well as clarifying the registered manager's duty to notify CQC of safeguarding concerns.
Concerns (6)
moderate
Safeguarding
: “The registered manager was not fully clear of their duty to notify CQC as well as the local authority if they had raised a safeguarding.”
minorGovernance: “The registered manager had a number of systems in place which were not always used fully, for example, some quality checks were a series of tick-boxes and lacked detail.”
minorCare planning: “These care plans lacked detail. For example, a care plan referred to a person using a walking aid but did not give staff any other information.”
minorRecord keeping: “Many of the best quality checks were not recorded, for example a senior member of staff told us, 'We (senior staff) pop in to provide a personal touch and check they are happy.'”
minorComplaints handling: “The registered manager had a complaints policy and systems in place to record and track complaints but were not using them effectively.”
minorPerson-centred care: “We had feedback from a relative that some staff rushed care. We found the registered manager was aware of this issue and was working to improve this.”
Strengths
· Consistent staff team who knew people well, supporting people to remain independent and providing respectful, compassionate care.
· Registered manager promoted a positive culture of reflection and learning, leading by example and encouraging staff development.
· New electronic system improved oversight of visit times, medicine administration, and monitoring of possible missed visits.
· Safe recruitment processes including DBS checks were followed; staffing levels were sufficient to meet people's needs.
· Staff worked effectively with external health and social care professionals such as district nurses to promote people's wellbeing.
Quality-Statement breakdown (19)
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: Using medicines safelyGood
safe: Preventing and controlling infectionGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies to provide consistent, effective, timely care; Supporting people to live healthier livesGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Respecting and promoting people's privacy, dignity and independence; Supporting people to express their viewsGood
responsive: Improving care quality in response to complaints or concernsGood
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: End of life care and supportGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements; Continuous learning and improving careGood
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 others; Duty of candourGood