Care Quality Services Coventry

Updated 11 July 2024

Date of assessment 31 July 2024 to 08 August 2024, Care Quality Services Limited is a community-based care provider that provides personal care to people living in their own homes. At the time of this assessment, the provider told us they supported 122 people but not everyone received a regulated activity. One hundred and twelve people were in receipt of the regulated activity of personal care. People received care calls ranging from 15-minute calls, up to care calls requiring 24/7 live in support. 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. This was the first inspection since this provider registered with us. We assessed against all 34 quality statements across the 5 key questions of Safe, Effective, Caring, Responsive and Well Led so we could rate this service. Following this assessment Care Quality Services has been rated as good. Staff understood their role in keeping people safe, supporting people to make choices and promoting people’s independence. Systems and processes helped monitor people’s health and welfare, where other health professionals’ input was needed, information about people was shared across those services. People’s care records were detailed and staff knew how to support people but, in some cases, further information and staff training was needed to ensure consistent care was given. Systems checked on the quality of the service, including managing people’s care calls. Management understood the importance of listening to people and learning from feedback to improve people’s outcomes. Processes ensured checks on people’s call times, consistency of staff, safety of equipment, infection control practice and risks associated with people’s care were monitored and checked. The management team continued to review and strengthen their audit processes to ensure a quality service was provided.

Updated 11 July 2024

People were comfortable in the presence of staff and staff knew people well. Majority of people said staff arrived at the times they wanted and stayed for the agreed duration. People did not feel their care calls were rushed. People felt safe with staff who supported them. People told us if they raised issues they were responded to. People were referred to other health professionals and support was given to people when required. Where people needed specialist equipment to help them transfer and mobilise, this had been checked to ensure it was safe to use. There were enough staff to cover people’s care calls and staff were recruited safely and received an induction and training to make sure they kept their knowledge refreshed. However, people and relatives told us when staff who were not part of their usual team supported them, not all staff were confident or trained well enough to care for them. When this happened, people and relatives told management. People found staff were kind, caring and considerate and followed their wishes and preferences.