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Mumby's Homecare Support Limited Outstanding

Reports


Inspection carried out on 13 December 2018

During a routine inspection

We undertook an announced inspection of Mumby's Homecare Support Limited on 13 December 2018 and 19 December 2018. We told the provider two days before our visit that we were coming to make sure that someone would be available to support the inspection and give us access to records. At the time of our inspection 42 people were receiving a personal care service from the service. Not everyone using Mumby's Homecare Support Limited receives a regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided. The service was supporting people with a range of needs, including older people with living with a dementia type illness, people with physical disabilities and people living with mental health needs.

At our last inspection we rated the service Good overall. At this inspection we found areas of the service had improved to Outstanding.

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 legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The effectiveness of the service had improved to Outstanding. The service worked in partnership with other organisations to keep up to date with new research and had developed practice in line with current guidance. Staff were trained to follow best practice and training was developed around people’s individual needs, such as dementia. Training was adapted to meet the needs of care staff to ensure their understanding. Management offered proactive support to care staff enabling people to be supported well. Staff spoke positively about the support they received from their managers. People told us the service was friendly, responsive and well managed. People were supported to eat and drink enough to ensure they received sufficient nutrition and were able to access healthcare services when required to maintain their health. 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.

The leadership and management of the service had improved to Outstanding. Since the previous inspection, the provider had put in measures to optimise how the service was run including expanding management of specific areas to ensure expertise. The provider had a vision to provide high quality person centred support to people. People valued this and staff expressed feeling part of the family led organisation and shared their vision. There were clear systems in place to ensure that the service ran efficiently and safely and regulations were met as required. The service was keen to continuously learn and improve and the provider collaborated with other organisations to increase and improve the provision of live-in care as an alternative to residential care.

People were safe as staff knew the correct procedures to follow if they considered someone was at risk of harm or abuse. Staff had received appropriate safeguarding training and there were policies and procedures in place to follow in case of an allegation of abuse. The provider had safe recruitment procedures in place and conducted background checks to ensure staff were suitable for their role.

Risks to people were identified and plans put in place to minimise these risks. Guidance was in place for staff so that they could mitigate risk, and support people to take sensible risks as safely as possible. People received their prescribed medicines.

There was clear guidance for staff on how to meet people’s individual needs and support them to achieve their goals. Staff treated people with kindn

Inspection carried out on 25 May 2016

During a routine inspection

The inspection took place on 25 May 2016 and was announced.

Mumby’s Homecare Support Limited provides care and support to people in their own homes. The service provided personal care to 56 people at the time of our inspection. The service is owned and operated by Ann Mumby who is also the 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 legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People felt safe when care was provided because their care workers understood their needs and any risks involved in their care. Relatives were confident their family members were safe when receiving their care. People told us that they could rely on their care workers. They said if care workers were running late they would be informed. People we spoke with had not had any missed visits. The registered manager had developed plans to prioritise the delivery of people’s care in the event of an emergency.

Care workers received training in safeguarding and recognising the signs of abuse. The service carried out risk assessments to ensure that people receiving care, and the care workers supporting them, were kept safe. Where an incident or accident had occurred, there was a record of how the event had occurred and what action could be taken to be taken to prevent a recurrence. People were protected by the service’s recruitment procedures. The service had carried out pre-employment checks to ensure suitable care workers were employed to support people who use the service.

People received their care from regular care workers who knew their needs well. New care workers were always introduced to people before they began to provide their care. The provider understood the importance of people having regular care workers and ensured people received a consistent service from familiar staff whenever possible.

Care workers had access to training and the support they needed to fulfil their roles. All care workers attended an induction when they joined the service. This included shadowing experienced colleagues until the registered manager was confident in their ability to provide people’s care safely and effectively.

Relatives told us the provider contacted them if they had any concerns about people’s health or welfare.

People’s nutritional needs were considered during their initial assessment and any dietary needs recorded in their care plans.

People were supported by kind and caring staff. People told us their care workers were polite, courteous and treated them and their property with respect. Relatives told us that care workers were professional and kind to their family members’ needs.

The service assessed people’s needs before they began to use the service to ensure the required care could be provided. An individual care plan was drawn up from the assessment. People and their relatives were encouraged to be involved in the development of care plans and the provider reviewed care plans regularly to ensure they continued to reflect people’s needs and preferences.

People had opportunities to give their views about the service and these were listened to. They told us the provider contacted them regularly to ask for their feedback and took action to address any issues they raised. People had signed that they had received information about the service including the guide including the complaints procedure.

People told us the service was well managed. They said they had always been able to contact the office when they needed to and that the service communicated well with them. The management team worked together to ensure that the service operated effectively, including planning the staff rotas and carrying out quality checks.

The service had an effective quality monitoring system in place

Inspection carried out on 11 March 2014

During an inspection to make sure that the improvements required had been made

We conducted this inspection following non-compliance in relation to requirements relating to workers at our last inspection January 2014. The service had not taken appropriate action with a care worker who was dismissed from the organisation. We found that improvements had been made and the provider had taken appropriate action.

We spoke with two care co-ordinators and looked at staff recruitment records. We did not speak to people who used the service as part of this inspection.

We found that the service had taken appropriate action with care workers who were dismissed from the organisation. We noted that the service referred care workers to the DBS following concerns regarding their recruitment.

We looked at the recruitment files of five care workers. These demonstrated that effective recruitment procedures were in place. For example, each application included a full employment history.

Evidence of previous conduct was obtained. References were taken up before the person started work.

We saw that records were kept of care workers� interviews. These interviews were detailed and were conducted by the provider.

Inspection carried out on 17, 22 January 2014

During a routine inspection

We spoke with nine people and three people's relatives about the care their relatives received. We also spoke with three care workers, a care co-ordinator and the service's registered manager. At the time of our inspection 90 people were receiving a service from the provider. We spoke to care workers on the second day of our inspection.

People were involved in their care. One person told us, �I was worried when I first started, but I was instantly put at ease and included in everything�. A relative told us, �very comfortable with each choice. It�s made his life much better and more tolerable�.

Everyone we spoke with were happy with the service they or their relative received. A relative told us, �Excellent, he has had the same carer for 3 years, he has his independence�.

Everyone we spoke with felt safe or felt their relatives were safe. One person told us, "I feel very safe". One relative told us, "Certainly, they�re very safe ".

Appropriate checks were undertaken before staff began work. However, the service did not always take appropriate action with staff that were dismissed following gross misconduct.

People and their relatives told us they felt able to raise concerns about their or their relatives care. One person told us, �I don�t have any concerns, but I know who to go to if I did�. We noted that at each service review, people and their representatives were asked if they knew how to complain.

Inspection carried out on 7 March 2013

During a routine inspection

During the inspection we spoke with six people who use the service, four relatives and seven members of staff.

Everyone we spoke with told us that Mumby�s Homecare Support provided a good service. One person said �Staff were very good� and Mumby�s Homecare Support �seem to be a caring company with fantastic carers". They also told us staff were caring, polite and respectful to people, ensuring that people received the care they needed.

Care plans were personalised and provided detailed assessments on people�s needs and the support staff needed to provide. Care assessments detailed how staff should offer choice and encourage independence. Detailed risk assessments were in place, and the provider ensured that when risks were identified appropriate actions were taken.

Staff were well supported and benefitted from an annual training programme, as well as access to specific training to assist in providing personalised care. All staff had frequent supervision and the provider conducted spot checks to ensure a good quality service. All staff we spoke with felt supported by the provider and one member of staff said �Mumby's is a good organisation to work for".

The provider had taken into consideration peoples� views to assess quality provision. The provider had a robust quality assurance system in place to ensure they were monitoring and assessing the quality of service provision through surveys, comments, incidents and complaints.

Inspection carried out on 7 October 2011

During an inspection in response to concerns

People told us that they were very happy with the service. They said that staff treated them with respect and were always very patient and kind. One person reflected the views of many when they said, ��They are very, very nice carers and I couldn�t manage without them.��