Shri Hari Care Limited Also known as Heritage Healthcare Milton Keynes

People's experience of using this service and what we found.

Everyone said they were satisfied with the care that staff provided and with the management of the service. They said safe care was provided or, if they had any concerns, the registered manager would swiftly act on the issue and put measures in place to ensure safe care. People were protected against abuse, neglect and discrimination.

Details of how to reduce risks to people's safety were included in people's care plans. Care plans reflected people’s individual needs.

Safe recruitment practices were in place to ensure only suitable staff worked at the service, though this had not been the case for a staff member who had provided personal care for over two months. The registered manager said this was a lesson learnt and would never be repeated.

Enough staff were employed to meet people's needs and timely calls were in place to provide personal care. Quality assurance systems were in place to try to ensure people were provided with a quality service.

People were protected against the risk of infection, though the registered manager had to remind some staff to continue to wear masks.

The registered manager understood their responsibilities and worked in an open and transparent way. Quality assurance measures were in place to help to produce a quality service personalised to people’s needs. People and relatives said the registered manager always listened to their views.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Why we inspected

The inspection was prompted by a concern we received that statutory checks had not been carried out when recruiting a staff member. As a result, we undertook a focused inspection to review the key questions of safe and well-led only.

For those key questions not inspected, we used the ratings awarded at the last inspection to calculate the overall rating.

The overall rating for the service has remained good based on the findings of this inspection.

You can read the report from our last comprehensive inspection, by selecting the 'all reports' link for Shri Hari Care Limited on our website at www.cqc.org.uk.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.

We will continue to monitor the service and will take further action if needed.

Shri Hari Care Ltd is a domiciliary care agency who provide personal care to people living in their homes. It provides a service to older people, people living with dementia, people with learning disabilities, people with mental health issues, people with sensory impairment and younger adults. On the day of our visit, there were seven people receiving personal care in their own homes.

CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

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

People felt safe with staff from the service. Care plans and risk assessments provided guidance for staff to follow to reduce risk to people’s safety.

Staff understood how to protect people from the risk of harm and understood potential signs of abuse. People and relatives were involved in assessments of potential risks to safety and in identifying measures to keep them safe. Staff went through a recruitment process so that the provider only employed suitable staff.

People received their prescribed medicines from staff. They had enough staff to meet their needs. Staff undertook induction training and further training that supported them to have the knowledge and skills to do their job well and effectively meet people’s needs.

People were provided with care and support that ensured they had good nutrition and hydration. They had access to healthcare to maintain their health and wellbeing.

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.

Staff knew people well. People had developed positive, friendly relationships with staff which helped to ensure good communication and support and people and relatives said staff were kind, caring and friendly. Staff respected people’s privacy and dignity and encouraged people to be as independent as possible.

People or their representatives were involved and consulted when making changes to how their support was provided. Staff knew and understood the needs of the people using the service and care was provided based on their assessed needs. Staff were responsive to changes in people's needs to ensure people received help to maintain their health and well-being.

People and relatives knew how to raise any concerns or make a complaint. The provider had a policy and procedure which involved investigation and solutions to put things right. This provided information about how these would be managed and responded to.

Systems were in place to monitor the quality of care and support people experienced through quality assurance systems and processes to drive improvements in the service.

People, relatives and staff spoke positively about the management and leadership of the service. People and relatives said staff were very friendly and caring, and they had good relationships with them. The service worked in partnership with external agencies to ensure people achieved good outcomes from their care and support.

Rating at last inspection:

This is the first inspection of the service.

Why we inspected:

This was a planned first inspection.

Follow up:

We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. 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