About the service:

• Concept Care Solutions is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to older adults, people with physical disabilities, mental health needs, and dementia.

• The provider had three domiciliary care agencies within their registration.

• At the time of the inspection it was providing a service to 42 people.

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

People’s experience of using this service:

• People were protected against avoidable harm, abuse, neglect and discrimination. The care they received was very safe.

• People's risks were assessed and strategies put in place to mitigate the risks.

• People's likes, preferences and dislikes were assessed and care packages met people's desired expectations.

• Relatives provided consistently positive feedback about the care, staff and management. They said the service was caring, timely, effective and well-led.

• People's care was person-centred. The care was designed to ensure people's independence was encouraged and maintained.

• People and their relatives were involved in the care planning and review of their care.

• The service had a stable management structure. The provider had implemented systems to ensure they continuously measured the safety of people's care and quality of the service.

Rating at last inspection:

• Good (report published on 13 September 2016)

Why we inspected:

• This was a planned inspection to check that this service remained Good.

Follow up:

• We will continue to monitor intelligence 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.

• We made a recommendation in our inspection report, which we will follow up at our next inspection.

The announced inspection took place on the 16, 17 and 19 August 2016.

Concept Care Solutions provides personal care and support to people in their own homes. At the time of inspection there were 27 people who used the service.

The service is required to and did have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The service was developing their quality assurance systems to improve robustness and drive improvements. Although systems were in place to make sure that people’s views were gathered, analysis and action plans were not in place to make effective use of people’s views.

Staff provided care and support effectively. People’s safety was ensured and care was provided in a way that intended to promote people’s independence and wellbeing. A robust recruitment process was in place and staff were employed upon completion of appropriate checks.

Qualified staff supported people satisfactorily with the administration of their medications and responded appropriately and immediately to concerns raised, which ensured people’s medicines were managed effectively.

Staff understood their responsibilities and how to keep people safe. People’s rights were also protected because management and staff understood the framework of the Mental Capacity Act 2005 (MCA). The registered manager knew how to apply such measures appropriately.

Staff supported people to receive healthcare services when required. Staff also worked with a range of external services, such as social workers and GPs, to ensure care and support was delivered as requested by health professionals.

People were supported in a person centred way by staff who understood their roles in relation to encouraging independence whilst mitigating potential risks. Staff were respectful and caring towards people ensuring privacy and dignity was valued. People were supported to improve their health to increase independence.