Manford Deluxe Care Limited

Manford Deluxe Care Limited is a domiciliary care agency providing personal care support to people living in their own homes. The service provides support to a wide section of the community, people living with dementia, older people, people with physical disability, learning disability or autism spectrum disorder, younger adults, mental health and sensory impairment. At the time of our inspection, there were 3 people receiving personal care from Manford Deluxe Care.

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

We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. ‘Right support, right care, right culture’ is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it.

Right Support: The provider did not ensure they had robust systems in place to manage medicines. We saw one person’s medicine, was being prescribed as PRN medicine, which are medicines to be given when required. Staff did not have written guidance in place to follow when medicines were prescribed to be given "when required" or with a choice of dose to ensure this was administered safely. This meant staff did not have the information to tell them when someone may need the medicine or how much to give.

Staff understood people and their individual needs well. Staff provided kind, caring, person-centred care and support. People were supported by appropriate numbers of staff on each shift to ensure people's safety and meet their needs.

Right Care: The provider had no pre-assessment form in place to ensure people's preferences with support and care were captured prior to supporting them. We asked the registered manager to provide us 2 peoples’ pre-assessment forms in capturing people’s preferences with personal care and risks in relation to their health conditions. The registered manager was unable to provide this. This meant people were at risk of receiving care from staff who did not fully understand their health conditions or preferences in how care was delivered.

Where a person lacked mental capacity, the provider had not taken steps to confirm whether a relative had the legal authority to make decisions for them. Records confirmed the provider had not seen the lasting power of attorney documentation.

We recommend that the provider follows best practice guidance with MCA procedures.

Staff understood how to protect people from poor care and abuse. Staff had received training on how to recognise and report abuse and they knew how to apply it. People's care, treatment and support plans reflected their range of needs and staff knew people's needs well.

The service had enough appropriately skilled staff to meet people's needs and keep them safe. Safe recruitment processes were followed.

People had the privacy they needed and were treated with dignity and respect. They were supported to be as independent as possible. Confidentiality of people's personal information was maintained. There was a complaints procedure which provided information on the action to take if someone wished to make a complaint and what they should expect to happen next.

Right Culture: The quality assurance and governance processes in place needed to be strengthened as they had not addressed issues we found with the quality of medicines, pre-admission form, and, confirming whether a relative had the legal authority to make decisions for a person. The registered manager showed they were open to learning and improving the service, though the provider needed to strengthen the systems in place to drive improvements. Staff were aware of their roles and responsibilities and felt supported by the management team.

There was a positive culture at the service and people benefited from being supported by happy staff which was reflected in the atmosphere at the service. Staff turnover was very low, which supported people to receive consistent care from staff who knew them well. Staff told us they enjoyed their job and making a positive difference to someone's life.

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

Rating at last inspection and update

This service was registered with us on 05 January 2022 and this is the first inspection.

Why we inspected

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

Enforcement and Recommendations

We have identified breaches in relation to safe care and treatment, good governance and person-centred care at this inspection.

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.