ICG Medical, a domiciliary agency providing complex care to four people, was rated Good overall at its first inspection but Requires Improvement in well-led due to absent 1:1 staff supervisions, missing appraisals, and a failure to submit a statutory notification. Care delivery, safeguarding, medicines, training and partnership working were positively evaluated, with recommendations made around formal spot checks and notification processes.
Concerns (5)
moderate
Staff competency
: “There was a lack of documented spot checks for care workers... a more formal system was not in place.”
moderateSupervision / appraisal: “we found there was no system in place for individual 1:1 supervisions for staff”
moderateSupervision / appraisal: “we did not see any of these [appraisals] in place in the staff records we reviewed who had been in post for more than six months.”
moderateGovernance: “a CQC notification had not been submitted for this... We recommend the provider reviews its processes for submitting statutory notifications.”
minorCommunication with families: “The provider told us they had not yet sent out any feedback surveys/questionnaire to people and relatives.”
Strengths
· Robust recruitment checks and sufficient staffing arranged into small dedicated teams
· Good infection prevention and control practices including COVID-19 measures
· Safe medicines management with accurate MAR records and appropriate training
· Thorough induction and ongoing training including Care Certificate and MAPA/PMVA
· Strong multi-disciplinary working with healthcare professionals and commissioners
Quality-Statement breakdown (23)
safe: Systems and processes to safeguard people from the risk of abuseNot rated
safe: Assessing risk, safety monitoring and managementNot rated
safe: Staffing and recruitmentNot rated
safe: Using medicines safelyNot rated
safe: Learning lessons when things go wrongNot rated
safe: Preventing and controlling infectionNot rated
effective: Staff support: induction, training, skills and experienceNot rated
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawNot rated
effective: Supporting people to eat and drink enough to maintain a balanced dietNot rated
effective: Supporting people to live healthier lives, access healthcare services and supportNot rated
effective: Ensuring consent to care and treatment in line with law and guidanceNot rated
caring: Ensuring people are well treated and supported; respecting equality and diversityNot rated
caring: Respecting and promoting people's privacy, dignity and independenceNot rated
caring: Supporting people to express their views and be involved in making decisions about their careNot rated
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesNot rated
responsive: Meeting people's communication needsNot rated
responsive: Supporting people to develop and maintain relationships to avoid social isolationNot rated
responsive: Improving care quality in response to complaints or concernsNot rated
well-led: Engaging and involving people using the service, the public and staffNot rated
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsNot rated
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringNot rated
well-led: Continuous learning and improving careNot rated
well-led: Working in partnership with othersNot rated