Maksanus Care Services Limited

Updated 11 July 2019

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 Care Act 2014.

Inspection team

This inspection was carried out by a single 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.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

We gave the service 24 hours’ notice of the inspection. This was because it is a domiciliary care agency and we needed to be sure that someone would be at the office to support the inspection.

Inspection activity started on 25 April 2019 and ended on 20 May 2019. We visited the office location on 25 April 2019. The registered manager and director were not available and we were unable to view some of the records that we required. We returned to the service on 14 and 20 May to complete the inspection.

What we did before the inspection

Before our inspection we reviewed information we had received about the service since our last inspection. We sought feedback from the local authority. We also used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

During the inspection we spoke with the registered manager, the field care supervisor, the care co-ordinator and a service director. We looked a range of records. This included 15 people’s care records and seven staff files. We also reviewed records relating to the management of the service such as quality assurance monitoring records and policies and procedures.

After the inspection

Following our inspection we spoke with 12 people who used the service and five family members. We also spoke with six staff members. We reviewed information sent to us by the registered manager in relation to quality assurance monitoring.

Updated 11 July 2019

About the service:

Maksanus Care Services Limited is a domiciliary care agency. It provides personal care and support to people living in their own houses and flats in the community.

People’s experience of using this service:

The care and support provided to people was person centred. People’s care plans and risk assessments included information about their care and support needs and preferences. Care plans included guidance to assist staff in meeting people’s needs and preferences and to reduce and manage the risk of harm. People’s care plans and risk assessments had been reviewed regularly and updated where there were any changes in people’s needs.

Staff had received training about safeguarding and knew how to respond to and report any allegation or suspicion of harm or abuse. They understood the importance of reporting concerns immediately.

The service’s recruitment procedures ensured that staff were suitable for the work they would be undertaking. New staff members were not assigned work until satisfactory references and criminal records disclosures had been received.

New staff received a comprehensive induction to the service before starting work. All staff received regular training to ensure that they were able to meet the needs of the people they supported. Staff also took part in regular supervision sessions to support them in carrying out their roles.

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 and their family were involved in decisions about their care. People had been involved in agreeing their care plans and participated in reviews of the care and support provided to them. People and family members said that staff asked people for their consent to carry out care and support tasks.

Information about people’s religious, cultural and communication needs was included in their care plans.

People were regularly asked about their views of the care and support that they received. Spot checks of care and support had taken place in people’s homes.

Processes were in place to manage and respond to complaints and concerns. People and family members were aware of the service’s complaints procedure and knew how to make a complaint if necessary.

The provider undertook a range of audits to check on the quality of care provided. These showed that people were satisfied with the care and support that they received.

Rating at last inspection:

The last rating for this service was Good (published 28 October 2018).

Why we inspected:

This was a planned inspection based on the previous rating.

Follow up:

We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

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