Prof-Care Limited

Staff knew people well and understood their responsibilities on how to keep people safe. All staff we spoke with were satisfied leaders acted on concerns.

During our assessment of this key question, we found concerns around the management and oversight of risk. Care records were not clear or robust in identifying support needs or mitigating risk, and monitoring systems did not provide adequate oversight of the service. This meant some aspects of the service were not always safe and there was an increased risk that people could be harmed.

In addition to action taken at the time of assessment we received reassurance from the provider that the new electronic record system would address concerns identified.

You can find more details of our concerns in the evidence category findings below.

People’s needs including capacity and decision making were not always full assessed or explored and information gathered did not always transfer through to care plans and risk assessments.

People’s care plans did not always reflect their physical, mental, emotional and social needs. This included any protected characteristics under the Equality Act 2010. Where people lacked capacity to make decisions, the provider failed to record the decision-making process. However, staff were clear in conversations we had with them about how to seek consent and how to support people with decision making.

People and their relatives told us they were actively involved in care planning.

People had been referred to other health professionals as required and there were systems in place to monitor people’s individual wellbeing. However, systems to provide oversight of the whole service and drive improvement were not robust.

You can find more details of our concerns in the evidence category findings below.

People and their relatives were actively involved in developing their care plans. People told us staff were kind and compassionate and supported them to be independent if this was their choice. Staff could describe how they supported people to maintain independence and with choice and control and policies supported this practice. However, people’s care plans did not contain sufficient information about the type of decisions people were able to make and how best to support them to make these decisions.

You can find more details of our concerns in the evidence category findings below.

The service complied with legal equality and human rights requirements, including avoiding discrimination, having regard to the needs of people with different protected characteristics and making reasonable adjustments to support equity in experience and outcomes. Staff knew people well as individuals and knew what their preferences, likes and dislikes were. Information relating to people’s personal, cultural, social and religious needs were however, not always recorded. People were supported to see health professionals if this support was needed, and people and their relatives were asked for feedback on a regular basis.

You can find more details of our concerns in the evidence category findings below.

During our assessment of this key question, we found concerns around the governance of the service. There was a lack of robust and effective quality monitoring and assurance processes to identify issues and provide service level oversight. This presented a potential risk to people and increased risk of harm. The provider told us the imminent introduction of a new electronic recording and management system would address these issues and enhance their future oversight of the service.

The provider was not fully aware of their responsibility to inform the CQC about notifiable incidents and therefore notifications had not always been submitted in line with the Health and Social Care Act 2008.

Staff and management were seen to work in partnership with people, relatives, and professionals.

People and most relatives felt the service was managed well and were kept well informed.

Staff were positive about the management team and the support they received.

You can find more details in the evidence category findings below.