Archived: Mayfair Homecare - Merton

Mayfair Homecare – Merton is a domiciliary care agency that provides personal care and support to people living in their own homes and flats. At the time of our inspection, 41 people were receiving personal care and support.

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.

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

People were at risk of not always receiving safe care. People were supported by sufficient numbers of staff to meet their needs. However, some had experienced delays or received care earlier than scheduled. The rotas did not always allow sufficient travel time for staff to get to calls without delays. Comments included, “Bit of an issue if they put [relative] to bed before 7 pm, which is too early” and “[Relative] doesn’t usually know who is coming at the weekend, and feels a bit disturbed about that.” The majority of people and their relatives told us they were happy with the care and support provided. Comments included, “[Carers] are nice girls. They are really lovely” and “Yes, [carers] do a good job.”

People received care delivered in a manner that minimised the risk of avoidable harm. Comments included, “[Carers] are good at what they do” and “I feel safe with them.” Staff were able to describe how they identified and reported potential abuse to keep people safe. Risks to people were identified and managed well to minimise harm.

People received the support they required to manage and take their medicines safely. Staff practiced safe infection control and prevention processes in line with best practice guidelines including those associated with COVID-19 to reduce spread of infection.

The provider ensured safe recruitment practices and robust induction which ensured suitability of new staff to provide care. Staff attended training and supervision to support them to undertake their caring roles. Staff received the support they required to ensure they met people’s needs.

People enjoyed positive and meaningful caring relationships with staff who provided their care. Staff ensured they maintained people’s privacy, dignity and confidentiality. People consented to the care and support they received from staff. People received appropriate encouragement to live as independently as possible and to make choices about their daily living.

People underwent an assessment and regular review of their needs and support plans which ensured delivery of appropriate care to them. Staff supported people to access healthcare services when required. People understood the processes of how to make a complaint and felt confident to raise concerns.

Improvements were made because regular checks and audits were carried out on the quality of care. People, staff and relatives were asked about their views of the service and felt valued. Partnership working with other agencies, health and social care professionals and external organisations ensured people using the service received appropriate care.

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

The last rating for the service under the previous provider was good, published on 10 April 2019.

Why we inspected

This inspection was prompted by a review of the information we held about this service.