Master Quality Health Care Services

Updated 20 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 homes.

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 22 March 2023 and ended on 14 April 2023. We visited the service on 22 and 29 March 2023.

What we did before the inspection

We reviewed information received about the service since registration. We sought feedback from the local authority 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

We spoke with 3 people who used the service and 3 relatives of people who used the service. We spent time with the registered manager who was also the nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider.

We reviewed a range of records, including care records. We looked 5 staff files in relation to recruitment, training and records relating to the management of the service. Following visits to the service, the registered manager forwarded further documents requested during this inspection process.

Updated 20 June 2023

About the service

Master Quality Health Care Services is a domiciliary care service providing personal care and support to people in their own homes. At the time of our inspection there were 12 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

At the time of this inspection the electronic care planning, rota and records system was fully functional and therefore we did not have access to all of the records stored on the system.

Systems were in place to minimise the risk of harm to people. Procedures were available to staff for use in the event of a concern being raised. People told us they felt safe when their care and support was delivered. People were supported by care staff who had been safely recruited and there were enough staff employed to meet people’s needs.

People were supported by staff who had received an induction and training for their role. Care planning gave the opportunity to record people’s needs and wishes in relation to eating and drinking. 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 told us that staff delivering their care and support were respectful, caring and respected of their dignity.

Care plans were person centred but required more detail. Where appropriate, family members had access to their relative’s care records to enable them to understand and monitor the care people received. People's communication needs were considered when planning care. People were aware of how to raise a concern or complaint about the service, and felt they were responded to appropriately.

People were supported to express their views about the service. The provider was aware of their legal obligations. The service was currently working with the commissioning local authority to make further improvements to service delivery.

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

Recommendations

We have made 2 recommendations in this report in relation to medicines management and that the provider reviews their monitoring systems in place to ensure they are effective in identifying any improvements required.

Rating at last inspection

This service was registered with us on 1 July 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.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.