Zander Mackenzie Care U.K. Limited

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.

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.

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

The registered manager did not have sufficient oversight of the risks to people’s safety. Risks were not always effectively identified, monitored and mitigated to keep people safe. There were not effective systems in place to ensure the safe management of medicines or to ensure infection prevention control measures were adhered to.

We found systems and processes were not established and operating effectively to ensure the accurate recording, investigation and response to complaints.

The registered manager did not have effective processes in place to monitor the quality and safety of the service. Systems were not established and embedded into practice to ensure risks were identified and mitigated. However, staff told us, they enjoyed working for the service and felt valued.

Care plans detailed how people wished their care to be provided and support they required to achieved this. People told us staff were committed to meeting their relatives’ needs.

Peoples needs were assessed before they moved into the service and staff were provided with training to support their specific care needs. Staff told us they worked with external agencies to provide reliable and consistent care to people. Consent of people was recorded.

People and their relatives told us staff cared about them. They also told us staff were reliable, polite and helpful and they had confidence in the service they provided.

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.

We expect health and social care providers to guarantee autistic people and people with a learning disability the choices, dignity, independence and good access to local communities that most people take for granted. Right support, right care, right culture is the statutory guidance which supports CQC to make assessments and judgements about services providing support to people with a learning disability and/or autistic people.

Right support

The service had enough appropriately skilled staff to meet people’s needs and keep them safe. Staff encouraged and supported people to maintain their independence and take part in activities including pursing their interests.

Right care

Staff understood peoples’ preferences and the importance of keeping to their daily routines. Staff supported people to communicate using preferred methods of communication such as Makaton and picture exchange.

Right culture

Care was consistently provided by the same staff. Relatives told us their family member valued having the same staff attend as they knew how they liked care to be provided.

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

This service was registered with us on 3 May 2021 and this is the first inspection.

Why we inspected

This was a planned inspection based on the date the service was registered.

Enforcement

We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection. We will continue to monitor the service and will take further action if needed.

We have identified breaches in relation to the management of safeguarding, complaints and medicines. We also identified breaches in how the registered manager identifies, assesses, manages and mitigates risks to people through the environment, infection prevention and control and personal care.

You can see what action we have asked the provider to take at the end of this full report.

We will ask the registered manager to submit an action plan in response to our findings. We will continue to monitor information we receive about the service, which will help inform when we next inspect.