Archived: Mayfair Homecare - Hillyard House

Updated 14 November 2018

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked 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 16 October 2018 and was announced. We gave the service 48 hours’ notice of the inspection because we needed to be sure that the registered manager would be in. This inspection was carried out by an inspector and 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.

Prior to our inspection we reviewed the information we held about this service, including any notifications that the provider had sent to CQC. Notifications are information about important events which the service is required to tell us about by law. We also viewed a Provider Information Return (PIR) completed by the provider. The PIR is information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make.

During the inspection we spoke with nine people, asking for their feedback about the service. We also talked to the registered manager, care services manager, three staff members and activity co-ordinator working for the service. We looked at care records for four people and reviewed records related to staff training and recruitment, safeguarding, incidents and accidents, management of medicines, audits and other aspects of the service management.

Before the inspection, we contacted healthcare professionals asking for their feedback about the service, but they did not respond.

Updated 14 November 2018

Mayfair Homecare - Hillyard House is registered for ‘personal care’. The service provides care and support to people living in their own homes within Hillyard House, an extra care housing service that also offers communal facilities for dining and activities. CQC does not regulate the premises provided as communal facilities; this inspection looked at people’s personal care and support.

Some people living at Hillyard House did not receive a regulated activity from the service. The Care Quality Commission (CQC) only inspects the service being received by people provided with ‘personal care’, which includes help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

Mayfair Homecare - Hillyard House provides care and support to older adults some of whom have physical and learning disabilities, mental health needs and living with dementia. At the time of our inspection 22 people were receiving support with personal care from this service.

This inspection took place on 16 October 2018 and was announced. This was their first inspection since their registration.

The service had a registered manager. A registered manager is a person who has registered with the CQC 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.

At the time of inspection, we found that staff were not always provided with training courses for mental health and learning disabilities. We made a recommendation about this.

The service was in the process updating people’s risk assessments to ensure that staff were provided with the necessary information on the potential risks to people. Systems were in place for reporting any potential abuse to people and incidents and accidents occurring. People told us there was enough staff to meet their needs as necessary. The service followed appropriate staff recruitment procedures to ensure that suitable staff took care of people. People had the necessary support to take their medicines as prescribed. Staff were trained to provide hygienic care for people.

Staff had to undertake comprehensive induction training to ensure they knew people’s individual needs well. Regular supervision and appraisal meetings took place to support staff's developmental needs. People were provided with equipment to call staff should they require unscheduled assistance. People had support to attend medical appointments when they needed it. Staff assisted people to prepare meals according to their preferences and dietary requirements. People were supported to have maximum 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.

People described staff as polite and attentive to their care needs. Staff respected people’s individual needs and encouraged their independence. Staff were aware of how people wanted to be cared for and provided support that was dignifying and respectful towards people’s religious and cultural needs. There was a variety of activities facilitated at the service which helped people to build relationships if they wanted to.

Care records held information on the support people required to meet their health needs. People had their care needs reviewed which informed staff on how people wanted to be cared for. Information was available about people’s communication needs and the support they required to engage in conversations with staff. People told us they felt confident to make complaints and that changes would be made to the service delivery as necessary.

People told us that the registered manager was approachable and available for conversations. The service was led by a registered manager who took responsibility to ensure safe care delivery for people and good team management practices. Staff understood their role expectations and followed processes to share information effectively. The management team undertook regular quality assurance checks to identify any improvements required.