Archived: MiHomecare - Reading

Updated 22 February 2017

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection took place on 17 January 2017 and was announced. The provider was given 48hours notice because the location provides a domiciliary care service and we needed to be sure that senior staff would be available in the office to assist with the inspection.

The inspection was carried out by 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.

Before the inspection we reviewed the information we held about the service which included notifications they had sent us. Notifications are sent to the Care Quality Commission (CQC) to inform us of events relating to the service.

We also reviewed the Provider Information Return (PIR).This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. We looked at the results of a survey carried out by CQC to gain the views of people who use the service, staff and community professionals. 15 people, 7 staff members and 2 community professionals had responded to the survey.

During the inspection we attempted to speak with 16 people who use the service and spoke with eight of them. We also spoke to nine members of staff including the registered manager, the regional manager, two care co-ordinators, a field care supervisor and four care workers. We received feedback from two social care professionals. We looked at records relating to the management of the service including eight people’s care plans, medicine records and daily communication books. We reviewed six staff files, training and supervision records, the complaints log and a selection of policies.

Updated 22 February 2017

This inspection took place on 17 January 2017 and was announced. MiHomecare - Reading is a domiciliary care service and at the time of the inspection was providing personal care to 61people living in their own homes in the Reading and Newbury areas of Berkshire.

At the time of the inspection there was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People felt safe using the service. They were protected from possible abuse by staff who were trained in and understood their responsibilities to safeguard people. Recruitment processes were robust and helped to ensure people were supported by suitable staff. Risks to people’s well-being were assessed and management plans were in place to reduce identified risks. Sufficient numbers of staff were deployed. However, this necessitated the use of agency staff at times which people did not always like. People received their medicines safely and staff were familiar with the actions they should take in an emergency.

People received effective care from a staff team who were well trained and felt supported by the registered manager and office staff. Staff support included one to one supervision meetings and informal support and advice being available at any time they required it. Staff understood their responsibilities in protecting people’s rights to make decisions for themselves. They offered people choice and sought people’s consent before providing support. Advice from health and social care professionals was sought and acted on appropriately. When it was part of their care, people were supported to have enough to eat and drink.

People were treated with kindness and compassion. Staff protected people’s privacy and dignity when supporting them with personal care. People were helped to maintain independence as much as possible. Confidentiality was respected and people’s personal information was kept securely.

The service was responsive to people’s needs which were assessed and reviewed. Care plans were developed and reflected people’s personal preferences and routines. The service used feedback from people using the service and other stakeholders to improve the service. Complaints were taken seriously and responded to in line with the provider’s policy.

There was an open, friendly and positive culture in the service. Staff felt supported by the registered manager and were confident to raise concerns and issues. People received care and support from a staff team that worked well together and upheld the values set by the provider. The quality of the service was monitored, short comings identified and action was taken to make improvements.