Background to this inspection
Updated
10 December 2021
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
The inspection was completed by one inspector.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
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 inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 4th November 2021 and ended on 10th November 2021. We visited the office location on 10th November 2021.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority who work with the service. 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 of this information to plan our inspection.
During the inspection
We spoke with four people who used the service and five relatives about their experience of the care provided. We spoke with six members of staff including the registered manager, deputy manager and care workers.
We reviewed a range of records. This included six people’s care records and multiple medication records. We looked at two staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including accident and incident reports, complaints and action plans were reviewed.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We looked at further parts of staff records.
Updated
10 December 2021
About the service
Murray Healthcare Ltd is a domiciliary care agency providing personal care for people in their own homes. At the time of the inspection, 10 people were being supported by the agency.
Not everyone who used the service received personal care. 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
People were protected from potential risks of abuse. One person told us, “I feel so safe with the staff, I trust them completely. They are the best care staff ever.” Potential risks to people’s health and wellbeing were recognised, assessed and managed by staff. There were enough staff to ensure that people's needs were met safely. People received their medicines on time and were protected from the risk of infection by good infection control practice. Staff were open and honest about incidents meaning lessons could be learnt.
People's needs and choices were met in line with national guidance and best practice. People were supported by staff who had relevant training, skills and experience to care for them. People were able to have genuine choice with food and drink and cultural needs were respected during mealtimes. People were involved in decisions about their care and staff gained consent to care.
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.
People were treated with dignity, kindness and respect and staff made time to support people to be involved in their care. People were treated with privacy and dignity and their independence was promoted. One person summed up their views of the service by telling us, “I could not wish for anyone better.”
People and their families were involved in developing care plans and the support given to them. People were supported by staff who understood and supported their communication needs. People were supported to maintain their hobbies and interests. The registered manager was proactive and responsive to any concerns raised.
People, staff and the registered manager described a culture which focussed on people and ensuring they received good person-centred care. One person told us, “This company are exceptionally good. [Name of registered manager] is my friend not my carer.” The registered manager spoke with people and their relatives about any concerns in an open and honest fashion. Staff had a clear understanding of their roles and responsibilities. People, their relatives and staff were involved in the improvement of the service. The provider was transparent, open and collaborative with external agencies.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
This service was registered with us on 8th July 2020 and this is the first inspection.
Why we inspected
This was a planned inspection based on their registration date.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.