MoreLoved Care Ltd

Updated 23 December 2023

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 Health and Social Care Act 2008.

Inspection team

The inspection was carried out by 2 inspectors and an Expert by Experience(EXE). An EXE is a person who has personal experience of using or caring for someone who uses this type of care service.

Inspection activity started on 21 November 2023 and ended on 24 November 2023. We visited the location’s service on 21 November 2023.

Service and service type

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

Registered Manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

At the time of our inspection there was a registered manager in post.

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

What we did before the inspection

The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make.

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We also contacted Healthwatch. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England.

We used all this information to plan our inspection.

During the inspection

We spoke with 4 people who used the service and 2 relatives, we asked them about their experience of the care provided. We spoke with 7 care staff, care coordinator, office manager and registered manager.

We reviewed a range of records. This included all or parts of 5 people’s care records, medication administration records and the daily notes recorded by care staff. We looked at 3 staff files in relation to recruitment and staff supervision and a variety of records relating to the management of the service, including policies and procedures and training records.

We asked the registered manager to provide us with a variety of policies and procedures and additional information after the inspection. All information was sent within the required timeframe.

Updated 23 December 2023

About the service

MoreLoved Care Ltd is a home care service providing personal care to people within their own homes. At the time of our inspection there were 8 people using the service. 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

People now received safe, effective, caring, and responsive care and support. There had been significant improvements since the last inspection in key areas such as, assessment of and acting on risk, recruitment of suitable staff, ensuring people received person-centred care and support, and management and governance.

Improved governance procedures were in place that ensured there was continuous assessment of the risks that could affect people and staff. People felt able to raise concerns and that they would be acted on. Staff felt valued and enjoyed the role. People and relatives would recommend this service to others.

People felt safe with staff. Their needs were assessed and risks addressed. Staff were recruited safely. People received the support they needed with medicines. Infection control measures were in place to reduce the risk to people. Accidents and incidents were appropriately investigated and acted on.

People received care from suitably skilled and experienced staff. They were supported to access other health and social care professionals where needed. People received support with maintaining a balanced 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 felt staff were kind, caring and respectful. People were treated with dignity and respect and their independence was encouraged. People felt their views mattered. They were supported to achieve positive outcomes and to lead meaningful lives. Complaints were handled appropriately.

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

The last rating for this service was requires improvement (published 8 June 2023)

The provider completed an action plan after the last inspection to show what they would do and by when to improve.

At this inspection we found improvements had been made and the provider was no longer in breach of regulations.

Why we inspected

This inspection was carried out to follow up on action we told the provider to take at the last inspection.

The overall rating for the service has changed from requires improvement to good based on the findings of this inspection.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for MoreLoved Care Ltd on our website at www.cqc.org.uk.