Background to this inspection
Updated
24 April 2021
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. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
Inspection team
The inspection team consisted of one inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type
My Care Ladies 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 they and the nominated individual 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 visit. This was because we needed to be sure that people were informed that we would be contacting them by telephone, and we needed a manager to be available to facilitate this inspection.
What we did before the inspection
We reviewed information we had received about the service since it was registered. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us annually to give some key information about the service, what the service does well and improvements they plan to make. We used all of this information to help us plan the inspection.
During the inspection
Inspection activity started on 10 March 2021 and ended on 12 March 2021. We visited the office location on 10 March 2021.
We spoke with two people who use the service and eight relatives or advocates of people who use the service. We spoke with five staff during the inspection which included, the registered manager, the deputy manager/senior carer and three care staff.
We reviewed three people’s care records, risk assessments and medicine administration records, six people’s daily records, three staff recruitment records and records relating to the management of the service.
The registered manager sent us information we requested which included, staff rotas, safeguarding policy, recruitment policy, compliments and complaints policy, Hoist and sling check lists, client assessment form and risk assessments covering all areas of risk such as premises risk and fire safety risks.
Updated
24 April 2021
About the service
My Care Ladies is a domiciliary care agency. It provides personal care and support to people living in their own homes. 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.
People’s experience of using this service and what we found
People were protected from abuse and avoidable harm. Staff knew how to recognise and report abuse and spoke knowledgeably on how to report any concerns raised. People said they felt safe with staff, who were well trained and demonstrated kind, caring and effective care. Staff told us they were given the support and training to ensure they had the necessary skills to support and care for people safely.
We have made three recommendations for the provider. The first regarding the provider implementing a contingency plan to guard against adverse events that could affect the running of the service. The second recommendation is regarding the provider implementing a forward schedule of quality audits to monitor the quality and standard of service provided to people. The third recommendation is regarding the requirement for the provider to complete and return the Provider Information Return.
Care plans were detailed and gave clear explanations for staff on how people preferred their personal care and support to be given. Staff knew people well and understood how they preferred to be supported. Risk assessments were in place to ensure people's safety.
People received care from a small, consistent team of care staff who knew their care and support needs well.
Medicines were managed and administered safely. Staff supported people to take their medicines safely and had received appropriate medicine administration training. There were sufficient numbers of trained, experienced staff to ensure people’s needs were met. Staff were recruited safely; recruitment procedures were in place to ensure the required checks were carried out on staff before they commenced their employment.
People were involved in their care and consulted when planning and agreeing their care and support needs. People felt confident any concerns they raised would be listened to and appropriate action taken.
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 staff told us the acting manager had an open, honest and supportive approach. The acting manager was readily available to people, relatives and staff to offer advice and guidance when required.
The service had established good working relationships with health and social care professionals.
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 (published 3 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.