Archived: MasterStaff Healthcare (Lancaster)

At our inspection in June 2013, we found that the provider not compliant with three outcomes. We asked them for an action plan outlining how they would address the issues, and become compliant. We received this plan on 30 July 2013. This follow up inspection was to check progress on the plan.

In June 2013 we found that the provider was not acting in accordance with legal requirements when people lacked the capacity to consent to their care. This had been rectified by the introduction of a new system. We had also found the provider was giving over complicated and inaccurate information about how to complain. We saw that the procedure had now been simplified and updated, although some adjustments were still needed.

In June 2013 we found that the provider did not have effective systems in place to ensure the quality of services being provided. This had not been rectified, as the provider had insufficient management capacity. We were told that a loss of key staff had meant that new systems had not been implemented for the Lancaster service.

This meant no quality auditing had been carried out. It also meant that theprovider had not yet achieved effective use of service user feedback.

At this inspection we checked the care plans, and found that the standard had improved. We also looked at the quality of management systems and found these were restricted to individual reviews and the personal knowledge of the care co-ordinator of the people supported. We did not see any collated management information or analysis to inform ways to make the service better.

We looked at staffing numbers and found these to be sufficient and that people were trained to undertake the tasks required of them. We also looked at procedures for obtaining consent to care. We found these were not compliant with legislation when people lacked capacity to make their own decisions about their care. We also looked at the complaints procedure. We found that information given to service users about how to complain was unhelpful and inaccurate.

We spoke with five people who used the service. All the people we spoke with told us that the service was good and that they had no complaints. One person said " I get on with them all." Another person said, " I know who is coming. I never get anyone I don't know". Another person just said "They are wonderful, top class".

Comments we received included:

"I have the same carers all the time. They are lovely and they know exactly what I need. Nothing is too much trouble for them."

"I am totally happy with the care I get from MasterStaff."

"I was asked if I minded a man looking after me, which I don't. He is super."

"Whatever I require my carer will do. She helps me to shower in the mornings and get dressed. She always asks me which clothes I want to put on."

During our inspection we assessed standards relating to care and welfare and how people were supported to be involved in the planning of their own care. We also looked at how they were safeguarded from abuse. Standards relating to staff training and monitoring the quality of service provision were also inspected.