We carried out a review of the data available to us about H.M. Care Agency on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about H.M. Care Agency, you can give feedback on this service.
Not everyone using HM Care Agency receives regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.
People’s experience of using this service:
People and their relatives were positive about the service and the care provided.
People were supported for by staff who knew how to keep them safe and protect them from avoidable harm. Regular, knowledgeable staff were available to meet people's needs. People received their medicines regularly and systems were in place for the safe management of medicines. Incidents and accidents were investigated, and actions were taken to prevent recurrence. Staff followed infection control and prevention procedures.
People's needs were assessed, and care was planned and delivered to meet legislation and good practice guidance. Care was delivered by staff who were well trained and knowledgeable about people's care and support needs. People had choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. The management team and staff had a good understanding of the principles of the Mental Capacity Act (2005).
People were cared for by staff who were kind and compassionate. People said staff were warm and considerate towards them. People and their relatives felt involved and supported in decision making. People's privacy was respected, and their dignity maintained.
Staff were responsive to people's individual needs and wishes and had an in-depth knowledge about each person. Relatives confirmed staff knew their family members needs well. People's concerns were listened to and action was taken to improve the service as a result.
The management team were open, approachable and focussed on providing person centred care. The management team had encouraged staff to become ambassadors in different areas, such as dignity and safe guarding to improve people’s outcomes. Systems were in the process of being updated to improve the monitoring of the quality of care provided. The management team and staff shared effective communication and a passion for quality care.
Rating at last inspection: Comprehensive inspection completed 18 October 2016. The overall rating was Good.
Why we inspected: This was a planned inspection based on previous rating of good.
Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our methodology. If any concerning information is received, we may inspect sooner.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
H. M. Care Agency is registered to provide personal care to people living in their own homes. There were 20 people using the service on the day of our inspection.
People were protected from harm and abuse by staff who had been trained in how to recognise and report abuse, and how to keep themselves and others safe. The provider and staff team encouraged people to voice any concerns they had about their safety or wellbeing. The risks to individuals had been assessed and managed. People's involvement in decisions about risks was encouraged by the provider. The provider assessed and planned their staffing requirements based upon people's individual care and support needs. People had the support they needed from staff to take their medicines safely.
People were supported by staff who had the necessary skills and knowledge to meet their needs. Staff underwent an induction followed by an ongoing programme of training. People's rights under the Mental Capacity Act were protected by the provider and staff team, and their consent was sought. People had the supported they required with eating and drinking, and any associated risks were managed.
People were supported in a caring and compassionate manner. Staff knew the people they supported well, and treated them with dignity and respect. People were able to express their views and their involvement in care planning was encouraged.
People received personalised care and support, reflecting their individual needs and preferences. They knew how to complain about any aspect of the service provided and were confident they would be listened to by the provider. People's feedback on the service was actively sought.
The provider promoted a positive and inclusive culture within the service. People found the management team approachable and easy to get hold of. Staff were well-supported and directed by the management team. The provider had developed quality assurance systems to drive improvement within the service.