Casa Care Ltd

At the time of our inspection, the service was supporting 53 people. 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.

An IT issue during August 2022 had presented some challenges to the provider and had led to a lack of timeliness with care calls. Prior to our inspection we had received concerns about a missed care call and the timeliness of care calls. At this inspection, lateness of care calls continued to be an area in need of improvement. The provider had, during December 2022, implemented a new care call monitoring system.

The provider's systems and processes had not identified potential risks to people. Staff were unable to refer to detailed person specific risk management plans. Whilst staff had been trained in generic risk management, they did not have written guidance to refer to about people's individual or specific health condition and how risks related to those should be managed.

People felt safe with staff. Staff were recruited in a safe way and received an induction and training. However, spot checks that took place to ensure staff had the skills they needed were not consistently effective in relation to new staff.

Some improvement was needed in communication from office staff and managers to people, relatives and care staff. Whilst the provider had a complaints policy and written complaints had been investigated and addressed, where informal issues had been raised not everyone felt these had been fully resolved.

People had plans of care which contained instructions to staff about the tasks they needed to complete. People described care staff as kind and caring toward them. People received their medicines as prescribed and support with meal preparation when this was a part of their agreed care.

We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most

people take for granted. 'Right support, right care, right culture' is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it.

Right Support: Model of Care and setting that maximises people's choice, control and independence

People were supported to have maximum choice and control of their lives and staff did support them in the least restrictive way possible and in their best interests; the policies and systems in the service did support least restrictive practices.

Right Care: Care was person-centred and did promote people's dignity, privacy and human rights

Right Culture: The ethos, values, attitudes and behaviours of leaders and care staff did ensure people using services led confident, inclusive and empowered lives.