Midland Care (UK) Ltd

Updated 30 August 2019

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 Care Act 2014.

Inspection team

This inspection was carried out by one inspector.

Service and service type

Midland Care (UK) LTD is a domiciliary care agency. It provides personal care to people living in their own homes. It provides a service to older people, younger people with disabilities and people living with dementia.

The service had a manager registered with the Care Quality Commission. This means that they and the provider 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 48 hours’ notice of the first day of the inspection visit because we wanted to speak with people using the service and the registered manager. We planned the second day of the inspection around the leave commitments of the registered manager. Site visit activity started on 27 June 2019 and ended on 10 July 2019. We visited the office location on both days to see the manager and office staff; and to review care records and policies and procedures. Calls to people and relatives took place on 01 July and 11 July 2019.

What we did

Before our inspection we completed our planning, tool and reviewed the information we held on the service. This included notifications we had received from the provider, about incidents that affect the health, safety and welfare of people supported by the service and previous inspection reports. We also sought feedback from partner agencies and health and social care professionals.

We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all this information to plan our inspection.

During the inspection, we spoke with two people who received support from Midland Care UK limited and twelve relatives. We spoke with five members of staff including the registered manager, senior care and care staff. We also spoke with eight health and social care professionals.

To gather information, we looked at a variety of records. This included care plan and medicine records related to four people. We looked at information in relation to staff training and supervision records. We also looked at other information related to the management of the service including audits, surveys and meeting minutes. We did this to ensure the management team had oversight of the service and they could respond to any concerns highlighted or lead in ongoing improvements.

Updated 30 August 2019

About the service

Midland Care (UK) Ltd provides personal care and support to people in their own home. The agency provides care and support for older people, adults with disabilities and people who live with dementia. At the time of our inspection visit, Midland Care UK provided services to 24 people.

People’s experience of using this service and what we found

People told us the registered manager and staff were very kind and caring and very good at their jobs. They said they felt safe with their care staff and trusted them. People and relatives were consistently complimentary about the kindness of the staff and the reliability of the service they received. We were told of occasions where staff had gone above and beyond what was expected of them.

The registered manager was very passionate about supporting people who lived in their own home. The leadership and culture of the service was to provide a high-quality personalised support to people. Staff were caring kind and enthusiastic about their role.

Staff had been recruited safely, well trained and supported to provide the best possible care to people. Staff were committed to delivering inclusive personalised care and strongly focused on supporting people’s diverse needs and preferences. Staff spoke enthusiastically and passionately about how they provided people with high quality, person-centred care. Staff turnover was low and people told us they were supported by staff who knew and consistently met their needs. The service liaised with health and social care professionals.

People’s care and support was planned in partnership with them. They told us they felt consulted and listened to about how their care was delivered. They said staff were respectful, friendly and reliable. They were happy that they received care and support from staff that they had got to know. People told us they had never had a missed call and staff attended the calls at the appropriate time and stayed for the full duration of the call.

The registered manager continued to be very passionate about supporting people who lived in their own home. They used a variety of methods to check the quality of the service and develop good practice. The leadership and culture of the service was to provide a high-quality personalised support to people. Staff had a clear vision of what was required of them and were focused on doing so.

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 Outstanding (published June 2016)