Background to this inspection
Updated
26 October 2023
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 registered manager 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 Health and Social Care Act 2008.
Inspection team
This inspection was carried out by 1 inspector and an 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.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
Registered Manager
This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.
At the time of our inspection there was a registered manager in post.
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 11 October 2023 and ended on 17 October 2023. We visited the location’s office on 11 October 2023.
What we did before inspection
We reviewed information we had received about the service since the last inspection. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.
During the inspection
We spoke with 3 people, 12 relatives who were nominated to speak on people’s behalf and 7 members of staff including the registered manager, managing director, supervisors, office and care staff. We reviewed a range of care records. This included 4 people's care plans and associated records. We looked at 3 staff files in relation to recruitment, supervision, and training. A variety of records relating to the management of the service were also reviewed. We received feedback from 1 professional who works with the service.
Updated
26 October 2023
About the service
Zander Mackenzie Care UK Ltd is a domiciliary service providing personal care to people in their own homes. The service provides personal care to people living in their own houses or flats who required support due to needs relating to their age or living with a physical disability. Not everyone who used the service received personal care. 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. At the time of our inspection there were 23 people using the service with 18 receiving support with personal care.
People’s experience of using this service and what we found
People were protected from the risk of harm and abuse. Staff understood the different types of abuse and told us how they would recognise these, report them and keep people safe.
Risks to people had been assessed and identified. Information for staff to minimise these occurring was available and guidance sheets on different health conditions available so staff could understand the impact these may have on peoples support needs.
Medicines were managed safely, and the provider had systems in place to learn from any incidents or accidents which had occurred.
Staff were recruited safely, and feedback was positive with people telling us staff were on time and assisted them with the tasks they required. People and their relatives told us they had not experienced missed or late care visits and the care being provided was consistent.
Staff used personal protective equipment (PPE) appropriately when they undertook care visits, and the provider told us they had sufficient supplies for staff to use.
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.
Feedback on the service was positive from people and relatives we spoke with who knew who the provider was and how to contact them if needed. Care records showed staff worked with external agencies, such as healthcare professionals, to achieve positive outcomes for people.
At the time of the inspection, the location did not care or support for anyone with a learning disability or an autistic person. However, we assessed the care provision under Right Support, Right Care, Right Culture, as it is registered as a specialist service for this population group.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection and update
The last rating for this service was requires improvement (published 24 August 2022) and there were breaches of regulation. The registered manager completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.
Why we inspected
We carried out an announced comprehensive inspection of this service on 7 July 2022. Breaches of legal requirements were found. The registered manager completed an action plan after the last inspection to show what they would do and by when to improve safe care and treatment, Safeguarding service users from abuse, Good governance and Notifications of other incidents.
We undertook this focused inspection to check they had followed their action plan and to confirm they now met legal requirements. This report only covers our findings in relation to the Key Questions Safe and Well-led which contain those requirements.
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 changed from requires improvement to good. This is based on the findings at this inspection.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Zander Mackenzie Care UK Ltd 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.