We carried out a review of the data available to us about Homecare (Mellor) Limited on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Homecare (Mellor) Limited, you can give feedback on this service.
People told us they felt safe with the service. However, thorough recruitment practices had not been carried out before staff started work. Managers on duty took immediate action to make improvements and ensure ongoing progress was made. We have made a recommendation about staff recruitment. Staff had received training on safeguarding adults at risk. They were aware of the signs and indicators of abuse and they knew what to do if they had any concerns.
There were enough suitable staff available to provide care and support; staffing arrangements were kept under review. Staff followed processes to manage people's medicines safely. Health and safety was monitored and risks to people's individual well-being were being assessed and managed.
Processes were in place to find out about people's backgrounds, their needs, abilities and choices before they used the service. 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.
People were supported as appropriate with their healthcare needs. They were given support as necessary with meals and drinks, healthy eating was monitored and promoted. The provider ensured staff had access to ongoing training, development and supervision.
People made positive comments about the staff and managers. One person told us, “They are very efficient and reliable.” Staff knew people well and were respectful of their choices. People's privacy and dignity was respected. People were encouraged to be independent as possible.
People received personalised care and support. They were involved in managing their care and ongoing reviews. Processes were in place to support people with making complaints.
Management and leadership arrangements supported the effective day to day running of the service. The provider used a range of systems, to regularly monitor and improve the service. There were processes to consult with people about their experiences of the service and make any improvements.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Why we inspected
This was a planned inspection based on the rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.
At the last inspection this service was rated Good. This was an announced inspection which took place on the 11 and 12 May 2017. We gave the service 48 hours notice of our inspection to make sure people were in the office and arrangements could be made to visit people in their own homes with their consent. At this inspection we found the service remained Good.
People who used the service told us they felt safe when being supported by staff members at Homecare (Mellor). Staff had been trained in safeguarding adults and knew their responsibilities to report any concerns. There was also a whistle-blowing policy in place to protect staff who reported poor practice.
Risk assessments such as, moving and handling, nutrition and medication were in place to keep people safe whilst staff members were providing support. These were reviewed on a regular basis to ensure they remained relevant and up to date.
Records showed that robust recruitment processes were followed by the service when employing new members of staff. We saw references and identity checks were carried out as well as Disclosure and Barring Service checks.
Staff were trained in medicines administration and supported people to take their medicines if it was a part of their care package. Spot checks and competency checks were also undertaken by the management to ensure staff remained knowledgeable about medicines administration.
Staff received an induction and were supported when they commenced employment to become competent to work with vulnerable people. Staff were well trained and regularly supervised to feel confident within their roles. Staff were also encouraged to take further training including National Vocational Qualifications (NVQ’s) or Diploma’s. Records we looked at showed and all staff members we spoke with confirmed they received regular supervisions and appraisals.
All the people who used the service had been given a copy of the complaints policy and staff knew how to respond to any complaints they may receive. Records we looked at showed there had not been any concerns or complaints raised since our last inspection.
We observed a good rapport between people who used the service and staff. We saw that staff appeared to know people well and understand their needs. All the people we spoke with were appreciative of the efforts staff made and thought their care was good.
Care plans we looked at were person centred and contained detailed information that was easy for staff to follow to ensure people’s support needs were met. We saw these were reviewed on a regular basis with the person and their relatives (if they wished).
Management conducted audits to ensure the service was performing well and to improve the quality of the service. These were adequately robust to identify any areas of concerns and to make the required improvements.
Policies and procedures were in place to guide staff in their roles. These were accessible to all staff and we saw they had been reviewed on an annual basis to ensure they remained relevant and appropriate.
The office was suitable for providing a domiciliary care service and was staffed during office hours. There was an on call service for people to contact out of normal working hours. All the people we spoke to knew how to contact the office or the on call if they needed to.
All the people we spoke with who used the service, and staff members told us they felt the management team were approachable and supportive.
Further information is in the detailed findings below.
The service is registered to provide personal care for people who are elderly, are recovering from illness, have dementia, are physically disabled or are terminally ill. The service is provided in people’s homes.
We last inspected this service in December 2014 when the service met all the standards we inspected. This unannounced inspection took place on the 10 and 11 March 2015.
The service had a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have a legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
The Care Quality Commission sent out 49 surveys to people who used the service and their families. 21 People who used the service returned the completed forms and 3 family members responded. Some of the lower scores reflected an answer of not known. The scores generally were around the national average or above. We used the surveys to form some of our questions to people who used the service.
Staff were aware of and had been trained in safeguarding procedures to help protect the health and welfare of people who used the service. All the people who used the service said they felt safe. Staff were recruited using current guidelines to help minimise the risk of abuse to people who used the service.
People who used the service had mental capacity. Staff had been trained in the Mental Capacity Act (2005) and should be aware of when a person needed to have a deprivation of liberty safeguard hearing to protect their rights.
Staff had access to a wide range of training and supervised on a regular basis, including spot checks, to ensure they were performing well. People were assisted by trained staff if they required their medicines to be administered for them.
There was a modern office with all the necessary equipment to provide a functional service for people who used the service and staff.
People who used the service helped develop their plans of care to ensure their wishes were taken into account. Plans of care were updated regularly.
Risk assessments were conducted to help keep people who used the service and staff safe.
The registered manager updated policies and procedures and conducted audits to help ensure the service maintained standards.
Plans of care had been developed with people who used the service to ensure their wishes were taken into account.
People were supported to take a nutritious diet.
The provider had a good relationship with other organisations which meant people received external support if they needed it.
Records we observed were up to date and stored securely. This should ensure people's personal records remained confidential.
Plans of care contained sufficient detail for staff to deliver effective care. The care agency were updating plans to include more specific details of a persons' choices to give a more personal approach.
The office was accessible for people who used the service and the care agency operated an 'on call' system to ensure they could be contacted in an emergency.
People who used the service told us, "I am happy with the agency. They look after me very well" and "I am very happy using the service. I have no complaints". People who used the service said they were satisfied with the care agency.
People who used the service told us they were satisfied they could raise a concern should they have one. There was an accessible complaints procedure with the addresses and contact numbers of organisations such as the Care Quality Commission should people wish to take a complaint further.
People were aware of their plans of care and had helped develop them to their satisfaction. Care plans were reviewed on a regular basis to help keep health and care needs up to date.
People felt safe and that staff were aware to maintain the security of their premises which helped protect them from possible harm.
People who used the service and their family members were complimentary about the way they were looked after by the same staff and had formed positive relationships. They described staff as friends.
The systems used to arrange and check work details provided an efficient and secure service.