Orchid Homecare 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 this inspection 54 people were using the service, 43 of whom were receiving personal care. People had a variety of care and support needs including dementia, mental health and physical disabilities.

At our last inspection we found the provider did not have robust systems in place to monitor the quality of service provided to people and to improve the service. This meant we found a number of areas where improvements were needed which had not been identified by the provider's own quality monitoring systems. These included safeguarding training for all staff, the detail included on food and fluid charts, staff recruitment processes, the punctuality and consistency of staff, medicine record anomalies, inconsistencies in the use of PPE (personal protective equipment) and protecting people's confidential data.

During this inspection we found improvements had been made in all these areas however, further work was required to address these fully, and to embed the changes that were being made by the new management team.

Despite our findings, the majority of people using the service and relatives were happy with the service they received and provided positive feedback. For example, one relative told us they would recommend the service to other people and described the service as, "A really caring, lovely company. Staff are very conscientious. It is an absolutely first-class company."