Compassionate Care Ltd was rated Good overall following a January 2024 inspection prompted by concerns about staffing and missed calls, with only Safe and Well-led key questions assessed. The service had made significant improvements to staffing systems and governance under an interim manager, though the absence of a registered manager and minor record-keeping gaps were noted.
Concerns (4)
moderateStaffing levels: “Prior to the inspection we had received concerns that there were not enough staff to meet people's needs and that people's care calls were being missed.”
moderateLeadership: “At the time of our inspection there was not a registered manager in post.”
minor
Record keeping
: “We found 1 example where the amount of liquid for thickener was not recorded. This was updated during the inspection.”
minorStaff competency: “We found 1 example where a person's most recent references had been obtained, however they had also previously worked in health and social care and a reference was not obtained for this employment.”
Strengths
· Staffing rotas were amended to ensure sufficient travel time between calls and allow for breaks, with positive staff feedback about the changes.
· Care plans were personalised and contained sufficient detail to support people with identified risks.
· Robust quality assurance framework in place, with real-time call monitoring and responsive management.
· Staff demonstrated good knowledge of safeguarding and capacity/consent under the MCA.
· Provider worked proactively in partnership with other professionals to support people safely.
Targeted inspection prompted by concerns about complaints handling and management found no evidence of wider systemic issues, with complaints managed effectively and a culture of continuous learning. Ratings were not changed from the previous Good rating as only specific parts of the responsive and well-led key questions were examined.
Strengths
· Complaints managed effectively with a maintained complaints log recording details, management action and outcome
· Open, honest and transparent leadership with a culture of continuous learning
· Clear and unambiguous staffing structures; staff worked well together
· Robust audit and quality assurance systems operating effectively
· Regular reviews with people using the service used to shape care plans
Quality-Statement breakdown (4)
responsive: Improving care quality in response to complaints or concernsNot rated
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsNot rated
well-led: Engaging and involving people using the service, the public and staff, fully considering their equality characteristicsNot rated
well-led: Continuous learning and improving careNot rated