Background to this inspection
Updated
22 June 2023
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 Health and Social Care Act 2008.
Inspection team
The inspection was carried out by 1 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.
Registered Manager
This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.
At the time of our inspection there was a registered manager in post.
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 24 April 2023 and ended on 4 May 2023. We visited the location’s office on 3 May 2023.
What we did before the inspection
We sought feedback from professionals who work with the service. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make.
We used all this information to plan our inspection.
During the inspection
During the inspection we spoke with the registered manager and nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider. We also spoke with the care co-ordinator, 4 members of staff, 1 person who used the service and 4 relatives. We reviewed 5 people's care records. We reviewed training records and documents relating to the management of the service.
Updated
22 June 2023
About the service
Multicare Service Maylands Building is a domiciliary care agency providing personal care to older people, some of whom may be living with dementia. At the time if our inspection there were 10 people using the service.
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
The provider did not have robust processes in audit, risk assessments or incident management to ensure safe oversight and governance of the service.
The provider did not have robust safeguarding processes. They had not always ensured staff were safely recruited; we have made a recommendation relating to this. Staff did not always have all the information relating to risks to people. There were enough staff and PPE was used as required.
We received positive feedback about staff from the majority of people and relatives we spoke with. A relative told us, “[Staff] is great at interacting with [person]; listens to their old stories, they repeat them but [staff] remains interested.” However, there was room for improvement with promoting people’s independence; we have made a recommendation related to this.
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 were supported by staff who received an induction and training to meet their needs. Staff ensured people had support with meals and drinks and accessing other services.
People were given information on how to complain and feedback was sought frequently via telephone.
Staff described a positive culture within the service and felt well supported by the registered manager; none of them had any concerns.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
This service was registered with us on 14 June 2021 and this is the first inspection.
Why we inspected
This inspection was prompted by a review of the information we held about this service.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Multicare Services – Maylands Building on our website at www.cqc.org.uk.
Enforcement and Recommendations
We have identified breaches in relation to safeguarding and governance and made recommendations relating to recruitment, supporting people with when required medicines and another to support people with their independence.
Please see the action we have told the provider to take at the end of this report.
Follow up
We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will continue to monitor information we receive about the service, which will help inform when we next inspect.