Paradise Home Care Services Limited was rated Good overall at its first inspection, with positive feedback on caring, culturally appropriate, person-centred support delivered by a regular staff team. Well-led was rated Requires Improvement due to gaps in governance including an incomplete failed visits policy, lack of financial transaction records, and unawareness of COVID-19 LFD testing requirements.
Concerns (8)
moderate
Governance
: “There were inconsistencies within the governance of the service to ensure the provider was aware of all possible risks and regulatory requirements when providing a service.”
moderateGovernance: “Although the provider had a failed visits policy, it did not include information about what staff should do if they were unable to gain access to a person's home or if the person did not answer.”
moderateRecord keeping: “Where staff had supported the person with small shopping items on an ad-hoc basis...financial transaction records were not being kept or monitored by the provider.”
moderateInfection control: “The provider was unaware of the requirement for staff to be involved in the twice weekly lateral flow device (LFD) COVID-19 testing programme for adult social care.”
minorSupervision / appraisal: “Whilst we reviewed some records of staff supervision, the registered manager acknowledged that not all supervisions were formally recorded and would address this going forward.”
minorCare planning: “We received information from the person about a health condition that had not been highlighted in their care plan.”
minorStaff training: “the registered manager told us they were still trying to source practical moving and handling training for their staff, as all training courses had been covered online due to COVID-19.”
minorEnd-of-life care: “the provider's care plan did not have a section to record people's wishes or advanced decisions at this stage of their life.”
Strengths
· Kind and caring staff team with positive relationships with the person
· Staff arrived on time and stayed full duration of visits
· Cultural and language matching of staff to support communication and cultural needs
· Safer recruitment procedures including DBS checks were followed
· Person felt safe and privacy/dignity were respected during personal care
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: Preventing and controlling infectionNot rated
safe: Using medicines safelyNot rated
safe: Learning lessons when things go wrongNot rated
effective: Staff support: induction, training, skills and experienceNot rated
effective: Supporting people to eat and drink enough to maintain a balanced dietNot rated
effective: Staff working with other agencies and supporting people to access healthcareNot rated
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawNot 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: Supporting people to express their views and be involved in making decisions about their careNot rated
caring: Respecting and promoting people's privacy, dignity and independenceNot 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
responsive: End of life care and supportNot rated
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements; Continuous learning and improving careNot rated
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringNot rated
well-led: Working in partnership with othersNot rated
well-led: How the provider understands and acts on the duty of candourNot rated