Background to this inspection
Updated
24 October 2019
The inspection
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
This inspection was undertaken by one inspector.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. 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 this inspection five people were receiving the regulated activity of ‘Personal Care’.
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 09 October 2019 and ended on 14 October 2019. We visited the office location on 09 October 2019.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.
During the inspection
We spoke with one person who used the service and relatives of three people who used the service about their experience of the care provided. We received feedback from three members of staff including the registered manager and care workers.
We reviewed a range of records. This included two people’s care records and multiple medication records. We looked at two 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.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We looked at training data and quality assurance records.
Updated
24 October 2019
About the service
Maiden Care Service is a domiciliary care service. The service is registered to provide care and support for older people and younger adults who may experience dementia, sensory impairments, learning disabilities, physical impairments or mental health issues.
People’s experience of using this service and what we found:
People were safe and protected from avoidable harm because staff understood how to identify and report any concerns relating to the risk of abuse. Risks to people`s health, safety and well-being were assessed, and measures put in place to remove or reduce the risks. People were supported by staff who had been safely recruited.
People’s medicines were managed safely. Staff received appropriate training and had their competency assessed to help ensure they were sufficiently skilled and knowledgeable in this area. Staff had received training in infection control practices and personal protective equipment such as gloves and aprons was provided for them. The management team took appropriate actions following any incidents and learning was shared with the staff team.
Before care delivery started the provider completed assessments to help make sure people’s needs could be met by Maiden Care Services Limited. Care plans were developed from these assessments for each person’s identified needs and staff had clear guidance on how to meet those needs. Staff received training and support to enable them to carry out their roles effectively.
People said staff prepared simple meals for them as needed and encouraged them to take fluids to maintain their health and wellbeing. Staff and the registered manager knew people well and were able to promptly identify when people’s needs changed, and they sought professional advice appropriately. Staff were proactive in identifying if people were unwell and contacted appropriate healthcare professionals as needed. 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.
People and their relatives praised the kind and caring nature of staff. People received consistent care from a small team of staff. Staff helped to relieve people’s distress and discomfort, and supported people to maintain personal relationships. People knew about their care plans and could decide what care and support they needed. People’s records were held securely in a locked cabinet within a locked office to help promote confidentiality.
People told us they had not had cause to complain but would be confident to raise any concerns with the management. Everyone we spoke with during this inspection was satisfied with the care and support they received. The registered manager was committed to providing high quality care to the people they supported as well as the staff team and understood their responsibilities under the Duty of Candour. People, their relatives and staff members spoke highly of the registered manager and said they were always available and supportive. People told us that they were often asked for their views about the quality of the service.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was Good (published 05 April 2017)
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
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.