15 May 2015
During a routine inspection
This inspection took place on the 15 May 2015 and was announced. We told the provider two days before our visit that we would be coming to make sure that the provider would be available.
Maxnom Care Agency is a domiciliary care service registered to provide personal care to people living in their own homes. There were six people receiving care at the time of our visit.
The location the service was operating from had moved from the address on the provider’s registration with the Care Quality Commission (CQC). However, the provider did not inform CQC about the changes, which meant that they were in breach of the conditions of their registration. They provider has since submitted an application to amend their registration.
We found that many of the records we requested at this inspection were not available. The provider told us that this was because the records had been removed from the office by an ex-employee.
The provider when recruiting new staff did not use safe systems.
People did not always receive their calls on time
Staff were aware of their responsibility to protect people from harm or abuse.
Staff received training but this did not cover all areas to meet people’s individual needs.
Medicines were not safely managed.
Staff were knowledgeable about the Mental Capacity Act (MCA) 2005). Staff gained consent from people whenever they could and where people lacked capacity, we saw that arrangements were in place for staff to act in their best interests.
People were not always provided with appropriate care.
People were not always treated with dignity and respect.
There were no risk assessments in people’s care plans and one person did not have a care plan.
The provider had a complaints policy and people we spoke with knew how to complain. However not all complaints had been investigated or documented.
The provider did not have effective quality assurance monitoring in place to monitor the service for safety and quality and to recognise areas that required improvement.
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