Mediline Home Care Lichfield Branch

Updated 18 May 2018

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This announced inspection took place on 16 and 20 April 2018. We gave the provider two days’ notice as they provide support to people in their own homes, and we had to gain people’s permission to contact them. The inspection was undertaken by one 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. The expert by experience spoke with people on the telephone on the first day. The inspector visited the office location on the second day to speak with staff and review records.

We used information we held about the service and the provider to assist us to plan the inspection. This included notifications the provider had sent to us about significant events at the service. As part of our planning, we reviewed information the provider sent us in the Provider Information Return (PIR). This is information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make.

We spoke with seven people who used the service and the relatives of ten people. We also spoke with two support workers, two senior support workers, two co-ordinators, the registered manager, the area manager and HR manager. We looked at the care files of three people who used the service to see if their information was accurate and up to date. We reviewed two staff files to see how they were recruited and checked information about their training. We also looked at records relating to the management of the service. This included audits the registered manager had in place to ensure the quality of the service was continuously monitored and reviewed.

Updated 18 May 2018

Mediline Home Care Lichfield Branch provides personal care support to people living in their own homes in the community. At the time of our inspection, 230 people were receiving support. The level of support provided varied dependent on people’s needs. Some people received support on a continuous basis throughout the day and at night. Other people received scheduled visits throughout the day to support them.

At our last inspection, we rated the service Good. At this inspection, we found the evidence continued to support the rating of Good and there was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection. At this inspection, we found the service remained Good.

People continued to receive support in a safe way. Staff understood the procedures and practices in place protect people from harm. Sufficient staff were available to support people and risks to people were managed to reduce potential hazards. The provider followed safe recruitment processes. Where people required support from staff to take their medicines; this was provided in a safe way. When incidents occurred the registered manager took action to make improvements.

Staff understood their responsibilities in relation to hygiene and infection control.

People continued to receive effective support. Staff had the knowledge they needed to provide effective care and people’s support was delivered in line with good practice guidance. People’s physical health was monitored and support was provided when required. Where people were supported with their meals, this was done according to their choice. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

People continued to receive support that was caring. Staff provided care in a considerate and respectful way. People were involved in making decisions about their care. People’s privacy was respected and their dignity and independence was promoted.

People continued to receive support that was responsive to their individual needs, preferences and routines. People’s support plans were reviewed with them to ensure they remained relevant to their care needs and preferences. People knew how to raise any concerns or complaints, and these were responded to in a timely way.

The service continued to be well led. Staff were clear about their roles and responsibilities and felt supported by the registered manager and management team. People and staff were encouraged to give feedback about the service, and their views were acted on to make improvements when needed. The registered manager worked in partnership with external agencies to inform people’s care and systems were in place to drive ongoing service improvement.

Further information is in the detailed findings below.