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Ultimate Homecare Ltd is a domiciliary care agency which is registered to provide personal care and support to people in their own homes. At the time of this inspection, 2 people received a personal care service. There were other people receiving support with tasks that were not classed as personal care. The Care Quality Commission (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. This was the first inspection of this registered service. We spoke with relatives where people were unable to speak with us due to their health conditions. We also spoke with the registered manager and care staff. We reviewed care plans, medication records, recruitment files and quality assurance records. The registered manager and staff reflected shared values in their commitment to developing a service providing good standards of care that enabled people to continue living independently in their own homes. Staff felt supported and valued in their role and confident to speak up and make suggestions to improve people’s outcomes. Staff helped people access the right support at the right time to ensure they had the healthcare they needed. With people’s consent, information was shared with other health and social care professionals to ensure well-co-ordinated care and continuity of information. Staff spoke about people with empathy, understanding and respect and took time to understand their social and cultural needs. Staff understood the importance of giving people the best opportunity to make their own decisions and seeking their consent. The provider had policies and procedures to safeguard people, manage medicines safely and respond to any accidents and incidents. Whilst we were unable to assess the effectiveness of these policies due to the small number of care packages, the registered manager and staff team demonstrated knowledge and competency in these areas. Risks to people’s health were identified and planned for and staff understood what action to take if they had any concerns about people’s safety or wellbeing. Governance and accountability arrangements were mainly completed on an informal basis, and it was not possible to assess if the systems to improve and ensure sustainability were fully effective. The registered manager acknowledged governance systems needed to be more formalised to capture any organisational issues and risks and identify any areas for improvement in the service.
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