Multi - Care Community Services Ltd

Updated 20 November 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

The inspection was undertaken by two inspectors.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own homes.

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 48 hours’ notice of the inspection. We needed to be sure that the provider or registered manager would be in the office to support the inspection. Inspection activity started on 10 October 2019 and ended on 16 October 2019. One inspector visited the office location on 14 October 2019. Both inspectors contacted people, relatives and staff by telephone to discuss the quality of the care and support received.

What we did before the inspection

We 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 reviewed information we had received about the service since the last inspection. We sought feedback from the local authority. We used all of this information to plan our inspection.

During the inspection

We spoke with 10 people who used the service and four relatives about their experience of the care provided. We spoke with six members of staff, the registered manager and the provider. We reviewed a range of records. This included two people’s care records and medication records. We looked at two staff files in relation to recruitment. We reviewed a variety of records relating to the management of the service.

After the inspection

We reviewed evidence provided by the provider and registered manager.

Updated 20 November 2019

Multi-Care Community Services Ltd provides personal care for people in their own homes. At the time of our inspection there were 108 people using the service.

People’s experience of using this service and what we found

Call visits were not monitored to ensure people received their calls on time and there were no missed calls. However, people confirmed they received their visits on time. Risk assessments were generic and lacked guidance for staff and care plans needed to be more person centred.

People received safe and effective support from staff who received appropriate training and understood peoples identified risks. The provider had a robust recruitment process.

People were supported to take their medicines safely and staff understood the importance of infection control practices. People were supported to eat and drink where appropriate to maintain a healthy diet.

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 they were happy with the care and support they received in areas such areas as their health needs, medicines management and end of life care.

Staff received an induction and regular training. They received competency checks, regular staff meetings and supervisions.

People told us staff were kind, caring and compassionate. People’s care was arranged in response to their identified needs. This was kept under review and updated as and when needed. Staff supported people in a way that maintained their dignity and promoted their independence.

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

Rating at last inspection

The last rating for this service was good (last report published 22 May 2017)

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information 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.