About the service:

Intrust Care Peterborough is a domiciliary care agency. It provided personal care to 16 younger and older people at the time of the inspection.

People’s experience of using this service:

There was a lack of managerial oversight at the service and the provider’s monitoring process did not look effectively at systems throughout the service. This led to issues and shortfalls in many areas of the service, but significantly staff recruitment checks were not always fully obtained before new staff started working.

Risks to people were not always identified or managed safely. Some assessments had been completed but they did not identify actions to reduce risks or contain information to show the level of risk. People were cared for by staff who had not received training and had not had previous training checked to make sure they had the skills and knowledge needed.

Staff had details if they needed to contact health care professionals and made sure they asked people’s consent before caring for them. Staff members understood and complied with the principles of the Mental Capacity Act 2005 (MCA). People were supported to have choice and control of their lives. Staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

Staff were caring, kind and treated people with respect. People were listened to and were involved in their care. People’s right to privacy was maintained by the actions and care given by staff members.

People’s personal and health care needs were met and people were happy with the care they received. Some care plans were written in detail to provide guidance to staff, other care plans were not available and staff did not always have appropriate guidance to care for people. A complaints system was in place. Staff had some guidance about people’s end of life wishes, although information in care records was limited.

Improvement action: Please see the ‘action we have told the provider to take’ section towards the end of the report.

We have made a recommendation about guidance for staff about long term health conditions.

Rating at last inspection: This is the first ratings inspection for this service.

Why we inspected: This was a planned inspection based on the service’s registration date.

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

For more details, please see the full report which is on the CQC website at www.cqc.org.uk