Glee Care Ltd

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

At the time of our inspection 16 people were receiving personal care.

Most people and relatives spoken with during the inspection expressed they were pleased with the care and support they received from the service. However, some people expressed that poor time keeping was a problem they encountered with the service. The provider confirmed that in response to feedback from people using the service around timekeeping they had improved the electronic care monitoring system, to track when staff arrived and left each care call. The provider had also held staff meetings to stress the importance of staff contacting the office when running late, so people could be informed, and if needed, alternative arrangements made.

People and their relatives knew how to raise a complaint and said they would feel confident to do so. Records showed the provider had responded to complaints. Feedback we received from a relative that had raised some concerns with the provider, indicated their concerns had not been dealt with appropriately. This had the potential to make people reluctant to challenge unsafe or unacceptable practice for fear of recriminations. The provider said they had learnt from the event and welcomed critical feedback, which was used to drive improvement of the service.

People received support from staff that were suitably recruited. Staff received induction training and on- going refresher training to keep their knowledge and skills up to date. All people and relatives commented they received support from a core group of staff, who understood their needs and preferences.

Where the provider took on the responsibility, people were supported with their medicine's by staff that had received training on medicines administration and had their competency to safely administer medicines assessed.

People felt reassured and safe as staff followed government guidance on COVID-19. Staff followed infection prevention control (IPC) best practice, in relation to reducing the risks of infection spread, wearing personal protective equipment (PPE) and following good hand hygiene. Staff had access to enough supplies of PPE equipment.

People told us the provider was open and welcoming and led by example. Staff told us they felt respected, valued and supported. Staff spoke positively of the support they received from the provider who often worked alongside them on care calls.

The provider understood their legal obligations. CQC had been informed about events they were required to by law, and they had displayed the last inspection rating on their website and within the service as required.