Platinum Care Appointments Limited is a small domiciliary care provider based in Surrey.

People who receive a service in their own homes include those living with physical frailty or memory loss due to the progression of age. The agency also provides services to people living with dementia and people with mental health needs. At the time of our inspection 14 people received care and support in accordance with the regulated activity of personal care.

The inspection took place on 13 October 2016. The provider was given forty eight hours’ notice of the inspection.

There was a registered manager in post. 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 registered manager (who was also the provider) had a clear vision about keeping the service small so they could really focus on giving individualised care and support in a way people wanted it. The feedback we received during the inspection showed that this vision had been achieved, and the service was well led.

Staff had a positive and caring attitude about their jobs. People told us that they were happy with the care and support they received. A relative said, “They are so good, they really are a gem. They have given me such confidence that I am doing the right thing for my family member.” All the staff we spoke with were extremely happy in their work and proud of the job they do.

People received a safe service from the Platinum Care Appointments. There were sufficient numbers of staff who were appropriately trained to meet the needs of the people who used the service. Risks of harm to people had been identified and clear plans and guidelines were in place to minimise these risks. Staff understood their duty should they suspect abuse was taking place, including the agencies that needed to be notified, such as the local authority safeguarding board or the police.

Staff recruitment procedures were safe. The provider had undertaken appropriate safety checks to ensure that only suitable staff were employed to support people in their own home. Staff met with their line manager on a one to one basis to discuss their work. Staff said they felt supported to undertake their roles. Staff received a comprehensive induction and on-going training, tailored to the needs of the people they supported.

Staff managed the medicines in a safe way and were trained in the safe administration of medicines. The majority of people were prompted by staff to take their medicines, but where staff gave people their medicine this was done in a safe way.

Where people did not have the capacity to understand or consent to a decision the provider had followed the requirements of the Mental Capacity Act (2005). An appropriate assessment of people’s ability to make decisions for themselves had been completed.

People were supported to have enough to eat and drink. They received support from staff where a need had been identified. People’s dietary support needs were recorded and met by the staff.

People were supported to maintain good health. When people’s health deteriorated staff responded quickly and made sure they contacted the appropriate proffessionals so people received effective treatment.

The staff were kind and caring and treated people with dignity and respect. The staff knew the people they cared for as individuals, and had a good rapport with relatives, giving a ‘family feel’ to the service.

People received the care and support as detailed in their care plans. Care plans were based around the individual preferences of people as well as their medical, psychological and emotional needs. They gave a good level of detail for staff to reference if they needed to know what support was required.

People

We visited Platinum Care Appointments Ltd to look at the care and welfare of people who used the service. We spoke to eight people who used the service or their relatives. We spoke with four members of staff, including the registered manager.

All of the people we spoke with were very happy with the service. One person told us “It's very good. The manager and the staff are very caring.” Another person told us “I get the same carers most of the time, and they arrive on time.”

People told us that staff asked their permission before they did things for them. One person said “We discussed consent when we started with the service.” Another said “Staff do ask for my permission before they do things for me.”

People who used the service had been involved in the planning of care. We saw that risks had been assessed and action taken to protect the welfare and safety of people. One person told us “They understood my relative’s needs. They talked to her and took her condition into account when they provided care.”

Staff understood their roles with regards to cleanliness and infection control. People who used the service told us that staff wore gloves and aprons when they provided care.

All the staff we spoke with said they felt supported in their job. A relative told us “The manager employs carers that actually care about the people they are looking after.”

People told us that the manager contacted them to check that they were happy with the service being provided.

We made an unannounced inspection visit to the Platinum Care Agency.

The staff we spoke to were able to tell us the correct steps to take if they suspected abuse was happening. We also saw that procedures on whistle blowing and safeguarding had been updated to include the best practice guidance contained in the Surrey Safeguarding Adults Multidisciplinary procedures.

We did not speak to people who use the service on this occasion.

We made an unannounced inspection visit to the Platinum Care Agency. We looked at the care and welfare of people who used the service by speaking to people who use the service and staff. We also looked at records held at the office.

During our inspection we spoke with two people who use the service, three relatives, two members of staff, the registered manager, and two health care professionals.

A person who uses the service told us that staff were “Very helpful and anticipate what I want." Another person said “I’m really lucky to have them supporting me.”

A Relative told us that “The service is wonderful, they have completely changed the life of my mother.”

We asked a health care professional if there was anything Platinum Care Agency could do better they said “Just to keep up the good work.”

We noted during our inspection that the providers policies on safeguarding vulnerable adults were out of date with regards to actions to take, and reporting. The staff we spoke to were able to tell us the correct steps to take if they suspected abuse was happening.