The Care Quality Commission
  • Services in your home
  • Homecare service

Archived: Murdock Care Services

Marash House, 2 Brook Street, Tring, Hertfordshire, HP23 5ED (01442) 824137

Provided and run by:
Murdock Care Services

Important: The provider of this service changed. See new profile

All Inspections

26 November 2013

During a routine inspection

On the day of inspection Murdock Care Services was providing a variety of care and support services to people within their own homes.

We spoke on the telephone with six people who received services and also spoke with relatives of two people. Everyone we spoke with was complimentary about the services provided and nobody raised any concerns. One person said: "The carers are very nice, very kind; they do what they are supposed to and appear to be well trained." Another person said, "the carers are always very polite and obliging."

We saw that support plans and risk assessments were informative and up to date. Staff were aware of their contents, which enabled them to deliver appropriate and safe care. Staff recruitment, induction and training systems were robust. We spoke with four staff who were highly complimentary of the registered provider, with one staff member commenting, "I work here because this is the best agency to work for."

The registered provider had a range of quality monitoring systems in place to ensure that not only care was being delivered appropriately by staff in line with individual care plans, but also changes were flagged up so that care packages could be adjusted appropriately.

6 February 2013

During a routine inspection

We visited the offices from which the service operates on 6 February 2013. On 7 February 2013 we spoke, via telephone, with five people who use the service and three relatives of people who use the service. One person said that the service provided by the provider was 'first class, I am more than pleased." Another person said 'I am very happy with the care.' A relative told us that 'they were very reliable and ring me if there are any problems.' Another relative said 'I am very happy with the care my relative receives.' All the people we spoke with said they were happy with the care they received apart from, when staff showed up very late.

We found that people's care records were reviewed and updated frequently. The location had sufficient and appropriate processes in place to ensure staff were supported. There were robust policies and procedures in place to ensure medication was managed safely. The location had systems in place to gain feedback from people and their relatives. We also found that staff were aware of their roles and responsibilities around ensuring people who use the service are safe from abuse

18, 20 May 2011

During a routine inspection

When we spoke on the telephone between the 18 May and 19 May 2011, to people who receive a care service from Murdock Care Services, they told us that their care workers were courteous and respectful, that they listened to what they said and then acted upon it.

They told us that they received a very high standard of care and that they felt they were treated as individuals and that their care reflected that. Each of the people that we spoke to said that the standard and responsiveness of the care they experienced was good. They also told us that they were encouraged to do as much for themselves as they felt able to, which maintained their skills and independence.

They said that they were fully involved in the planning and delivery of their care, and that full details of their care needs and how these were to be met, were included in the care plans held in their homes, which were; 'always up to date'.

They told us they felt able to discuss their care needs and how they are met with both the care staff and management of the service. They said that they thought the service is well-managed and that from their experience of this service, they had confidence in the manager to address any concerns they may have promptly and effectively.

They told us that their carers almost always arrive on time and that when they do not they are rung to tell them they may be late. One person said that this can be even when the delay is less than fifteen minutes. No one indicated that they had experienced missed calls and each person spoken to said that the duration of their call was as set out in their care plan.

They said that they receive regular visits from the management of the service in order to talk to them about how they feel their care is being provided and that the management of the service carry out 'regular checks' by observing care workers in their home, they confirmed this was with their permission.

They also told us that there are regular postal surveys, which they are asked to complete to give their views and assessment of key areas of performance, for example punctuality and duration of calls. They told us that any calls to the office were 'always' answered.