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First Contact Healthcare
Domiciliary Care Service

Bringing Loving Care to Healthcare

Last updated:  30 August 2017

This inspection took place on 28 June and 10 July 2017 and was announced. First Contact Healthcare Limited (Stroud) provides domiciliary care and support for people living in their own homes. First Contact provides a service to people living in Stroud and surrounding areas. At the time of our inspection there were 26 people who were receiving personal care. The service provided care for people with long term health care conditions, older people, people with physical disabilities and people living with dementia. Care staff provide a service to people who need assistance with aspects of their care including mobility needs, personal hygiene and eating and drinking.

This was the first time the CQC had inspected First Contact Healthcare Limited (Stroud).

The service had a registered manager, who was also the provider of the service. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The registered manager did not always operate robust systems to ensure care staff were of good character. The registered manager had some systems in place to monitor the quality of service people received. However improvement was needed in how these systems were managed to ensure shortfalls would always be identified and action taken to improve the service and manage risks. We made a recommendation about the management of governance systems in the service.

People told us they felt safe and comfortable when receiving support from care staff. People felt their needs were met by skilled and dedicated care staff. People spoke confidently about the registered manager and were happy with the care and support they received. People received support which was personalised to their needs, including support with their personal hygiene needs and support with their prescribed medicines. People told us they felt listened to and could not fault the care they received.

Care staff spoke confidently about the support they received. Care staff had the skills and training they needed to meet people’s needs. Care staff received support from the registered manager and their professional development was promoted.

We found one breach of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. You can see what actions we told the provider to take at the back of the full version of this report.