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Inspection Summary


Overall summary & rating

Good

Updated 27 February 2019

We inspected Mushkil Aasaan on 14 January 2019. This was an announced inspection. The provider was given 48 hours’ notice because this is a domiciliary care service. The registered manager and staff are often out in the community during the day; we needed to be sure that someone would be in.

Mushkil Aasaan is a domiciliary care service providing care and support to people in their own homes. At the time of the inspection there were approximately 140 people using the service.

At the last comprehensive inspection which took place on 04 May 2016 the service was rated 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.

There was a registered manager at the service. 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 service continued to provide a good service that met the diverse needs of people using the service. People said their cultural needs were met by the provider and there was a matching process that was based on geographical, appropriate skills set, language and cultural needs. This matching process helped to build trusting relationships between people and their care workers. The close relationships that people had with their care workers was continuously highlighted as a positive aspect of the service.

Care workers demonstrated that they understood people’s support needs well. They were also aware of people’s individual preferences and how they liked their care to be delivered. People told us that they were treated well and personal care was delivered to them in a sensitive manner that promoted their dignity and privacy.

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 were confident that they would be listened to if they raised any concerns or formal complaints. The provider maintained a complaints record which showed that when complaints were made, they took action to try and resolve it to the satisfaction of the complainant.

Staff told us they enjoyed working at the service. They said that all their training needs were met and they felt empowered to do their jobs. They said the office staff, including the care co-ordinator and the registered manager were always open to feedback and they felt well supported. Records showed that staff received regular training, including a comprehensive inspection.

Care co-ordinators carried out regular supervision, both office based and ‘in the field’ which helped to ensure that people continued to receive a good service.

Thorough assessments were completed which helped to ensure that care plans were appropriate for the needs of people using the service. These included an assessment of risk to people and identifying their support needs. Care plans reflected the assessments that were in place. Care plans were reviewed on a regular basis which helped to ensure they were fit for purpose.

People’s needs in relation to their personal care, medicines, general health and nutrition were being met by the provider.

Inspection areas

Safe

Good

Updated 27 February 2019

The service remains Good.

Effective

Good

Updated 27 February 2019

The service remains Good.

Caring

Good

Updated 27 February 2019

The service remains Good.

Responsive

Good

Updated 27 February 2019

The service remains Good.

Well-led

Good

Updated 27 February 2019

The service remains Good.