About the service:

Faith Care Line Services Ltd is a domiciliary care service that was providing personal care to two people at the time of the inspection.

People’s experience of using this service:

We identified one breach of the Health and Social Care Act (Regulated Activities) Regulations 2014 around governance. Details of action we have asked the provider to take can be found at the end of this report.

The provider’s governance systems and processes were not effective as they had not identified areas of the service where improvements were needed. There was a lack of organisational oversight at the service. The provider’s representative and manager had not completed regular audits to ensure the service provided to people was effective and safe, and staff were recruited safely.

The provider’s representative could not demonstrate to us that staff had received training necessary to support people well. Not all staff received regular supervision where they could discuss their performance, and identify training and development needs.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. Whilst people using this service did not lack the mental capacity to make decisions, some staff could not demonstrate basic understanding of the Mental Capacity Act 2005. They did not know how this could impact on the care and support they delivered to people.

People told us they felt safe and this was because of the service provided by staff. However, some staff were not able to demonstrate a sufficient understanding of what harm to people and poor care looked like.

Risk assessments were in place to identify possible risks to people`s health and well-being and measures were implemented to mitigate the risks. Care plans were developed and personalised to give guidance to staff on how to support people effectively. However, not all of these records or risk assessments were up-to-date or captured all risks to people as guidance for staff. This included risks posed by people’s health conditions.

People told us they made decisions about what medicines they took. People’s medicines were listed as information for staff within their care records. However, there was no guidance for staff about any potential medicine side effects to monitor for.

Staff were aware that all incidents needed to be reported to the management to ensure people’s safety. However, not all staff were aware of how these incidents should be documented.

Staff encouraged and supported people to live as independent a life as possible. There were enough staff to meet people’s needs. People told us they had not experienced late or missed care visits.

People were encouraged to eat a healthy and balanced diet. They had regular health checks and staff, where needed, supported them to attend their health appointments.

People told us staff were kind and caring and helped them. People’s personal information was kept confidential. People were involved in discussions about their care and felt that communication with staff and the management was good. People told us they had not had to raise any concerns. They said they would be confident they would be listened to should they need to do so.

People’s dignity and privacy was promoted and respected by staff. Staff enabled people to maintain and develop relationships.

More information is in the detailed findings below.

Rating at last inspection:

This is the first inspection of the service since they registered with the CQC on 13 November 2017.

Why we inspected:

The service was inspected as it had not had an inspection since registering with the CQC.

Follow up:

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received we may inspect sooner.