Background to this inspection
Updated
28 February 2020
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 carried out by one inspector.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own homes.
Notice of inspection
We gave the service a short period of notice of the inspection. This was because we needed to be sure the provider would be in the office to support the inspection.
Inspection activity started on 17 January 2020 and ended on 29 January 2020.
What we did before the inspection
We reviewed information we had received about the service. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report. We used all of this information to plan our inspection.
During the inspection
We spoke with one person who used the service and three relatives about their experience of the care provided. We spoke with three members of staff and the registered manager and the administration assistant. We reviewed a range of records which included three people’s care records and medicine 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 policies and procedures were reviewed.
Updated
28 February 2020
About the service
Mercury Healthcare Limited is registered to provide personal care to older people, people with learning disabilities and/or mental health and physical care needs in their own homes. At the time of our inspection, Mercury Healthcare Limited was supporting seven people with personal care.
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.
People’s experience of using this service and what we found
People were cared for by staff who understood how to keep them safe, however risk assessments did not always provide detailed guidance on how to reduce the risk of harm. People’s medicines were managed safely, however further guidance was needed regarding the administration of ‘as and when required’ medicines. There were enough staff to meet people’s individual needs and care visits were carried out as required. People received care from staff who knew how to recognise and report issues of concern.
People’s needs were assessed, and care was planned using best practice guidance. Staff had received some training to support people effectively, however had not received training to meet people’s specific health needs around diabetes and pressure care. Where required, people’s nutritional needs were met, and referrals made to health professionals to ensure people remained well. 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 mostly supported this practice.
We have made a recommendation about reviewing the training provided to ensure it covers people’s specific needs.
The culture of the service was positive. Staff knew people well, were kind and respected people’s privacy and dignity. Positive relationships had been formed between staff and people using the service and people were encouraged to maintain their independence.
Care plans were in place and staff knew how to provide personalised care to meet people’s needs. A complaints process was in place and people and their relatives knew how to raise any concerns and most felt these would be addressed. End of life care was being further developed and training was planned for the staff team.
People, relatives and staff were positive about how the service was managed. The registered manager was visible and approachable. Staff had the opportunity to develop their knowledge and felt well supported. Systems were in place to ensure the registered manager had a good oversight. There was a strong focus to continuously improving and developing the service and the registered manager was proactive in responding to feedback.
Rating at last inspection
This service was registered with us on 14 October 2018 and this was the first inspection as the service had not always provided personal care during this time.
Why we inspected
This was a planned inspection.
Follow up
We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk