Archived: Mears Homecare Limited - Leeds DCA

Mears Homecare Limited Leeds DCA provides care and support to people in Leeds and Richmond. The agency's office is situated in East Leeds. They offer a range of services to meet the needs of individuals who live in their own homes and need support or care.

At the time of our inspection the service had a manager registered with the Care Quality Commission (CQC). A registered manager is a person who has registered with the CQC 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.

We found the administration of medicines was not always safe. Although daily notes showed people were receiving their medicines and people were satisfied they received appropriate assistance from staff with their medicines, we found some gaps in the recording on Medication Administration records (MARs) and audits on MARs returned to the service were not carried out.

The registered manager agreed this would be addressed.

Staff were able to confidently describe how they would identify a person was being harmed and felt confident the management team would take appropriate action. They were aware of the registered provider’s whistleblowing policy. Safeguarding notifications had been submitted by the registered manager to CQC and the local safeguarding authority.

Recruitment processes were effective which meant people were protected from individuals identified as not suitable to working with vulnerable adults. Risks to people had been identified, assessed and reviewed.

People received calls/visits at expected times and when this was not possible they were kept informed of any delays. People were supported by regular staff members who were familiar with them and their needs. Positive feedback was given from people and relatives regarding the staff who provided their care and support. Staff knew how to protect people’s privacy and dignity and people confirmed this happened.

Staff received effective support through supervision sessions and ongoing training. Staff meetings were held and staff confirmed they were able to express their views.

Staff had received training in the Mental Capacity Act (2005) (MCA) and knew how this applied to their work. Staff told us about the importance of offering people choice and people confirmed this happened.

Appropriate guidance was in place to ensure people received enough to eat and drink. Staff were able to recognise and report when people’s healthcare needs changed. When this happened, referrals were made to healthcare services to ensure people received the necessary assistance.

Complaints were welcomed and were investigated and responded to appropriately. People’s care plans contained sufficient and relevant information to provide consistent, care and support.

Quality management systems in place ensured appropriate checks were being made to improve service delivery.

The people we spoke with were very complimentary about the care and support provided by the staff employed by the service. One person told us, 'Although I have only used the service for a short period of time all the staff are very good and look after me very well.' Another person said, 'I am well looked after and have no concerns about the service or staff.'

We saw care plans were detailed and included different options where these were appropriate and this enabled people to make an informed choice.

People said they were involved in planning their care. They also said if they were to raise any concerns these would be listened to and addressed.

Appropriate checks were undertaken before staff began work and there were effective recruitment and selection processes in place.

People's complaints were fully investigated and resolved, where possible, to their satisfaction.

The staff we spoke with told us there were clear lines of communication and accountability within the service and they were well supported throughout. They were aware of the policies and procedures in place to guide them on how to report and recognise abuse. They told us they enjoyed working for the service.

People's needs were assessed and care was planned and delivered in line with their individual care plan. People said they were satisfied with the care and support they received. One person said, 'They look after me very well and if I ask for anything they always help. They are just like one of the family.' A relative said, 'They are fantastic with mum and give her lots of time.'

Appropriate arrangements were in place in relation to management of medicines. Staff we spoke with said they had received medication training and undergone a competency check to make sure they had the skills needed.

The provider supported staff to deliver care to an appropriate standard. Staff we spoke with told us everyone worked well together and they felt well supported. Staff said there was always a member of the management team available if they wanted any advice or support. Staff records showed that appropriate training was being delivered.

The provider had an effective system to regularly assess and monitor the quality of the service that people received.