About the service: This service provides personal care to people living at home. This included older people and younger adults some of whom were living with dementia, learning disabilities and mental health illness. There were 20 people receiving personal care.

People’s experience of using this service:

People and their relatives told us “The introduction to my mother’s care was excellent and care of very good quality since commencing.” “The carers are always polite, well mannered and caring.” “We know that we can count on White cross care staff and to help.” “White cross care have been looking after my relative for a few years now and the standard of care is excellent.”

People told us they felt safe with staff. Staff were trained to safeguard people and understood how to protect people from harm.

Medicines were administered safely by trained staff.

People’s needs were assessed and written in a care plan. The care plans were consistently updated. People told us that staff were caring towards them.

The care offered was inclusive and based on policies about Equality, Diversity and Human Rights.

Staff were aware of their responsibility to assist people to maintain their health and wellbeing.

People told us they were listened to by the management of the service. A system of responding to complaints was in place.

Background checks were made on new staff and staff were supervised to maintain the standards of care. Staff were deployed in the right numbers to meet people's needs and choices.

Staff received a training ongoing training based on people’s needs.

Systems were in place so that incidents and accidents were investigated reduce the risks of these happening again.

Management systems were in use to minimise the risks from the spread of infection. For example, staff were provided with disposable gloves.

People, their relatives and staff had the opportunity to share their views about the service.

The service could continue to run in the event of emergencies arising so that people’s care would continue.

The service was not providing end of life care at the time of this inspection.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

Rating at last inspection:

At our last inspection on 21 September 2016, (The last inspection report was published on 06 September 2016), we gave the service a ‘Good’ rating. At this inspection in March 2019 the overall rating of the service has been maintained as ‘Good’.

Why we inspected:

This was a comprehensive inspection scheduled based on the previous rating.

Follow up:

We will continue to monitor the service.

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

The inspection was carried out on 06 September 2016, and was an announced inspection. The provider was given 24 hours’ notice of the inspection as we needed to be sure that the office was open and staff would be available to speak with us.

White Cross Care Ltd is a small domiciliary care agency which provides personal care and support for people living in their own homes. At the time of the inspection, the service was providing personal care to 10 people.

There was a registered manager at the service. The registered manager was also the provider. 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 and associated Regulations about how the service is run.

The agency had suitable processes in place to safeguard people from different forms of abuse. Staff had been trained in safeguarding people and in the agency’s whistleblowing policy. They were confident that they could raise any matters of concern with the registered manager, or the local authority safeguarding team.

The agency provided sufficient numbers of staff to meet people’s needs and provide a flexible service.

The provider carried out risk assessments when they visited people for the first time. Other assessments identified people’s specific health and care needs, their mental health needs, medicines management, and any equipment needed. Care was planned and agreed between the agency and the individual person concerned. Some people were supported by their family members to discuss their care needs, if this was their choice to do so.

They had robust recruitment practices in place. Applicants were assessed as suitable for their job roles. Refresher training was provided at regular intervals. All staff received induction training at start of their employment.

The Care Quality Commission is required by law to monitor the operation of the Deprivation of Liberty Safeguards. The provider and staff understood their responsibilities under the Mental Capacity Act 2005.

People were supported with meal planning, preparation and eating and drinking. Staff supported people, by contacting the office to alert the provider to any identified health needs so that their doctor or nurse could be informed.

People said that they knew they could contact the provider at any time, and they felt confident about raising any concerns or other issues. The provider carried out spot checks to assess care staff’s work and procedures, with people’s prior agreement. This enabled people to get to know the provider.

The agency had processes in place to monitor the delivery of the service. As well as talking to the provider at spot checks, people could phone the office at any time.

People said that they knew they could contact the provider at any time, and they felt confident about raising any concerns or other issues.

People spoke positively about the way the agency was run. The management team and staff understood their respective roles and responsibilities. Staff told us that the registered manager was very approachable and understanding.