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Majestic Care North West Limited Good

This service was previously registered at a different address - see old profile

Inspection Summary


Overall summary & rating

Good

Updated 23 February 2018

This inspection took place on 31 January 2018 and 1 February 2018 and was announced.

During our previous inspection on 27 and 28 July 2016, we found concerns relating to the recruitment of staff, the management of people’s complaints and lack of effective systems to monitor and develop the service. At that time we asked the provider to complete an action plan to show what they would do and by when to improve the key questions of Safe, Effective, Responsive and Well Led to at least good.

During this inspection visit we found the necessary improvements had been made.

Majestic Care North West Limited is a domiciliary care agency. The service provides personal care and support to people living in their own homes in the Burnley and Pendle area. The range of services provided includes personal care, domestic support, meal preparation and shopping. The agency office is located in the centre of Burnley.

People’s care and housing are provided under separate contractual agreements. The Care Quality Commission (CQC) does not regulate premises used for people supported in their own homes; this inspection looked at people’s personal care and support. At the time of the visit there were 89 people who used the service.

We gave the service 48 hours’ notice of the inspection visit because it is domiciliary care service and the manager is often out of the office supporting staff or providing care. We needed to be sure that they would be in.

At the time of the inspection, the service did not have a registered manager. Two new managers had been employed from December 2017 and an application to register them with CQC had been forwarded. 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 told us they felt safe and staff were caring and treated them well. They told us staff were like their family and they trusted them implicitly. People said they received care and support from a consistent team of staff with whom they were familiar. They told us staff mainly arrived on time and stayed for the full time allocated. People spoke positively about the staff that supported them and told us they were always treated with care, respect and kindness. Staff had developed good relationships with people and were familiar with their needs, routines and preferences. The management team told us additional work was underway to ensure everyone was provided with a consistent team of staff.

Safeguarding procedures were in place and staff understood their responsibilities to safeguard people from abuse. Potential risks to people's safety and wellbeing had been assessed and managed; further improvements were needed. People told us they received their medicines safely; there were systems in place to monitor safe practice in this area. The recruitment process had improved and additional improvements were made during the inspection to ensure a safe process.

Staff had sufficient knowledge and skills to meet people's needs effectively. New staff completed an induction programme and all staff were provided with regular mandatory training, supervision and support. Staff felt they were supported by the management team and told us they enjoyed working for the agency.

People were involved in the development of their support plans and involved in any discussions and decisions about their care. Staff had clear and up to date information about people’s needs and wishes and there were systems in place to respond when their needs changed.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible.

People were supported with their healthcare needs as appropriate and supported with their dietary needs in lin

Inspection areas

Safe

Good

Updated 23 February 2018

The service was safe.

People consistently told us they felt safe and staff were caring and treated them well. They told us staff were like their family and they trusted them implicitly.

Staff were aware of their duty and responsibility to protect people from abuse and were aware of the procedure to follow if they suspected any abusive or neglectful practice.

Improvements to the recruitment procedure had been made. There were enough staff available to provide people with safe, flexible care and support.

People were enabled to take risks and measures were in place to minimise these risks. The provider was aware that some risk assessments in relation to skin integrity, nutrition and falls could be further improved.

Improvements had been made to the way that people’s medicines were managed.

Effective

Good

Updated 23 February 2018

The service was effective.

The service ensured that people received effective care that met their needs and wishes.

People were supported by staff that had the right competencies, knowledge and skills to meet their individual needs. Staff were well supported by the management team.

People were able to make their own choices and decisions. The registered manager and staff were aware of the requirements of the Mental Capacity Act 2005.

People were supported to maintain their nutritional, physical and mental health.

Caring

Good

Updated 23 February 2018

The service was caring.

People were involved in making decisions about their care.

Staff supported people to maintain their dignity and independence and people were supported in the way they preferred.

People made positive comments about the caring and kind approach of the staff.

Responsive

Good

Updated 23 February 2018

The service was responsive.

Assessments were undertaken and support plans developed to identify people’s care and support needs. Staff were aware of people’s preferences and how best to meet their needs.

People were involved in their care and support planning, decision making and reviews.

The system to manage complaints and comments had improved. People felt able to make a complaint and were confident that complaints would be listened to and acted on.

Well-led

Good

Updated 23 February 2018

The service was well led.

People, their relatives and staff told us the agency was well managed.

The systems to consult with people and to monitor and develop the quality of the service provided had been improved. New systems were being embedded into the service.