- Homecare service
The Maples
Report from 16 February 2024 assessment
Contents
Ratings
Our view of the service
The Maples provides care to people living in specialist ‘extra care’ housing. Extra care housing is purpose-built or adapted single household accommodation in a shared site or building. The accommodation is rented and is the occupant’s own home. People’s care and housing are provided under separate contractual agreements. At our last inspection, this service was rated good. We initiated an assessment of the service on 27 February 2024. The assessment was prompted by a review of information we held about this service. Following this assessment the service is rated as requires improvement. We identified good practice in relation to people's feedback about staff being caring, which ensured people were treated with kindness. Local Authority feedback was obtained with no concerns about the service reported. We identified concerns however with some aspects of service management that resulted in a breach of Regulation 12 and 17 of the Health and Social Care Act 2008 (Regulated Activities). Service improvements were needed with regard to ensuring people's care plans were up to date and accurately reflected their needs and support requirements. The systems in place in place to ensure visits were completed as agreed and on time were not effective and the management of medicines was not safe. In addition we found the provider's governance systems were not always effective at driving up improvements to the service in respect of quality and safety. You can find more details of our concerns in the evidence category findings below.
People's experience of this service
People's needs and risks were not always adequately assessed or monitored to ensure care plans were accurate and up to date. This meant staff lacked clear information on the care and support people required to keep them safe and well. People did not always receive their support at the times agreed or for the length of time planned for. This placed their safety and wellbeing at risk. Medicines were not always stored safely, given as prescribed or in a safe way. This placed people at risk of harm. The systems in place to monitor the quality and safety of the service were not fully effective or sufficient to monitor and mitigate risks to people's health, safety and welfare. The management teams acknowledged improvements were required and were committed to doing so. People were generally happy with the staff and shared positive comments such as, "I get on well with all the carers who come to me and at no time have I ever felt unsafe" and "Yes I am fine with my carers now." However, some people had mixed experiences both previously and recently regarding the timing of calls and with their medications. They shared their views saying, “No they don’t arrive on time (we get a rota but it is never accurate on timings)" and "I must have my medication on time with only a leeway of 15 minutes either side of the times but they have just ignored this and continue to change the times. I know exactly what medication I am on and if a new carer comes, I have to tell them what to give me. " Staff were safely trained and recruited. People told us there was enough staff but some felt the staff team were inconsistent and often late. Staff knew what action to take to ensure people were protected from abuse. However managers had not always acknowledged safeguarding issues when managing complaints and acknowledged this required improvement. Staff felt supported and the culture of the service was open and transparent.