Martlets Hospice

Updated 8 August 2019

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

The inspection was carried out by one inspector.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own homes.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 6 June 2019 and ended on 7 June 2019. We visited the office location on 6 June 2019 and spoke to people and their relatives who used the service on 7 June 2019.

What we did before the inspection

We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We also looked at notifications sent to us since the previous inspection and online reviews. We used all of this information to plan our inspection.

During the inspection-

We spoke with five people who used the service and five relatives about their experience of the care provided. We spoke with seven members of staff including the registered manager and care workers.

We reviewed a range of records. This included five people’s care records. We looked at five staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.

Updated 8 August 2019

About the service

Martlets Care is a domiciliary care service providing personal care people in their own homes. People supported were either over 65 or were living with disabilities such as motor neurone disease or dementia. 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 the inspection 98 people were receiving personal care, and included privately and publicly funded clients.

People’s experience of using this service and what we found

People told us they felt safe and staff were knowledgeable about the care they were expected to provide. The registered manager understood risk management and had policies in place to keep people and staff safe. A relative told us “They’ve been fantastic, I can trust them, they’ve become friends, they support the family.”

People were supported to remain as independent as possible. Care people received was personalised and designed around the life they led. Staff were recruited and trained appropriately, including in the administration of medicines. Staff were well trained and where a person had complex needs, staff had further training to ensure they could provide effective care. A person told us “Staff are very informed about things.”

People spoke highly of the care they received. A person told us “I’ve been in a nursing home and the care you get there is nothing like the care I get now!” and a relative told us “They are not patronising. They have a laugh with her. They don’t tell her what to do.” Staff told us that dignity in care was important.

People had care plans that were regularly reviewed. People and their relatives were involved in any planning and were at the centre of the care. Complaints were few and acted on quickly. A recent survey included the comment “The care over the past few years has been excellent. Without the personal care, mum wouldn't be here today."

The service was well-led by a registered manager who was keen to ensure compassion in care. Staff were happy and proud to work for the service and the positive attitude of the team showed in the care people received. One person said, “They are all the same, all very friendly, always smiling.”

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

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection.

We last inspected this service 16 September 2016 and the rating was Good.

Why we inspected

This was a planned inspection based on the previous rating.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Martlets Care on our website at www.cqc.org.uk.

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.