Archived: Mayfair Homecare - Helmi House

The purpose-built building comprises of 46 self-contained flats. Sanctuary Housing Association own the building and, as the property's landlord, are responsible for its maintenance.

At the time of our inspection, 35 people aged 55 and over were receiving personal care and support at the scheme. The Care Quality Commission (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

We received mixed feedback about how staff provided care and support to people. There were instances when staff had not always delivered care in a manner that respected people’s dignity. Comments included, “They look after me well. Sometimes they don’t. It does happen”; “Some [carers] are very awkward. Makes us feel bad”; “Some carers are nice, some argue with [person] who then tells the carer to go”; “Three or four of them are really good at what they’re doing. [Person] mainly likes these carers” and “Yes, it is well managed and organised” and “Sometimes I think none of them go home. Always happy and smiling.”

People consented to the care provided to them. People had positive and meaningful relationships with staff. People were supported to maintain their independence as long as practicable and to make choices about their daily living.

People received care in a safe manner that reduced the risk of harm and abuse. Risks to people were identified and support plans put in place to guide staff on how to mitigate the issues identified. Staff were recruited safely to ensure their fitness to work with vulnerable people. People were supported to take their medicines.

Staff followed the provider’s processes in line with best practice guidelines regarding the prevention and control of infection including those associated with COVID-19.

People were cared for by staff who were competent in their roles as they underwent induction, training and supervisions. People received their care from a sufficient and consistent team of staff.

Quality assurance systems were effectively used to make improvements when needed. Lessons were learnt when things went wrong. People who used the service, their relatives and staff felt the registered manager valued their views to develop the service. One person told us, “The manager is very nice, approachable and helpful.” The provider worked closely with other agencies to plan and deliver care to people using the service.

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.

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

Rating at last inspection:

This extra care service was previously registered under Mayfair Homecare - Helmi House run by Sevacare (UK) Limited. The last rating for the location under the previous provider’s registration was good (published 5 December 2018).

Why we inspected

This service was registered with us on 6 September 2019 and this is the first inspection.

This was an ‘inspection using remote technology’. This means we did not visit the office location and instead used technology such as electronic file sharing to gather information, and phone calls to engage with people using the service as part of this performance review and assessment.