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Forever Good Care Ltd T/A Caremark Merton Good

Reports


Inspection carried out on 25 October 2017

During a routine inspection

Forever Good Care Ltd, trading as and referred to in this report as Caremark (Merton), is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It provides a service to older people and people with physical and mental health needs. There were 41 people using the service at the time of our inspection.

At the last inspection the service was rated Good. At this inspection we found the service remained Good.

The service had a registered manager in post. 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 using the service told us they were treated in a respectful and caring manner by regular staff members who supported them safely and effectively.

People were supported by staff who were trained and well supported in their job roles. Staff members had been safely recruited and had received an induction to the service. They had access to supervision and were given regular opportunities to discuss their performance with the management team.

People and staff were protected from potential risk of harm as the service had identified and assessed any risks to them and reviewed these on a regular basis. Staff understood how to help protect people from the risk of abuse. The agency had procedures in place to report any safeguarding concerns to the local authority.

Medicines were administered in a safe way. Staff received training and followed safe procedures for administering medicines.

Staff had received training in the MCA (Mental Capacity Act) and understood the importance of gaining people’s consent before assisting them.

The service completed detailed assessments of people’s needs and these were used to inform the care plan for each person. The service kept people’s needs under review and made changes as required.

People and their relatives felt able to raise any concerns or complaints. There was a procedure in place for people to follow if they wanted to raise any issues.

The service was well led. The registered manager monitored the quality of the service and made changes to improve the service provided when required. Staff and people who used the service found the management team approachable and responsive.

Inspection carried out on 22/10/2015

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

This inspection took place on 22 October 2015 and was announced. We gave the registered manager 48 hours’ notice to give them time to become available for the inspection. At the last inspection on 12 and 22 May 2015 we found the provider was breaching the regulation in relation to medicines management while all other regulatory requirements we checked, were being met. After the comprehensive inspection, the provider wrote to us to say what they would do to meet legal requirements in relation to the breach.

We undertook this focused inspection to check that they had followed their action plan and to confirm that they now met legal requirements and had addressed the area where improvement was required. We found the provider had taken all the necessary action to improve the service in respect of the breach we found.

This report only covers our findings in relation to those requirements. You can read the report from our last comprehensive inspection, by selecting the 'all reports' link for Forever Good Care Ltd on our website at www.cqc.org.uk

Forever Good Care Ltd, trading as Caremark (Merton), provides personal care and support to people in their own homes who have a variety of needs, including older people and people with physical and mental health needs. There were 13 people using the service at the time of our inspection.

The service did not have 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. However, the managing director of the service had applied to CQC to become the registered manager and was awaiting the outcome of their application.

The provider had improved the way they managed people’s medicines. Records showed people had received their medicines as prescribed and systems were in place for the provider to check this. Staff had received refresher training in how to manage people’s medicines safely. The manager ensured the expected records were in place to inform staff what people’s medicines were for and any side effects and contra-indications to look out for as part of keeping people safe.

Inspection carried out on 12 & 22/05/2015

During a routine inspection

This inspection took place on 12 and 22 May 2015 and was announced. We gave the registered manager 48 hours’ notice to give them time to become available for the inspection. This was the first inspection of this service since they registered with CQC on 14 March 2014.

Forever Good Care Ltd, trading as Caremark (Merton), provides personal care and support to people in their own homes who have a variety of needs, including older people and people with physical and mental disabilities. There were 11 people using the service at the time of our inspection.

The service did not have 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. Since the previous registered manager left the service several managers had worked for short periods at the service and the managing director told us she would likely apply to become the registered manager as she had effectively been managing the service for some time.

The provider did not always manage people’s medicines safely. Records showed people had not always received medicines as prescribed and checking systems to identify this and ensure people were safe were inadequate. You can see the action we told the provider to take at the back of the report.

The service managed risks to people well, identifying and assessing risks and putting suitable management plans in place for care workers to follow to keep people safe. People were involved in the risk assessment and care planning process and their views as to how they wished for their care to be delivered and what was important to them were recorded.

People felt safe and care workers received training in how to recognise if people were being abused or neglected and how to report this to keep people safe through induction training and ongoing training during their employment. People felt comfortable raising any concerns or complaints with management and were confident they would be dealt with appropriately.

The agency had suitable systems to check care workers before they were recruited to work with people using the service. Staffing levels were sufficient to meet people’s needs and care workers received effective support to carry out their roles through induction, training supervision and appraisal.

People received appropriate support including with their health needs and with eating and drinking.

Care workers were caring and treated people with dignity and respect and knew the people they were supporting well. Care workers obtained people’s consent before they carried out tasks such as personal care and they supported people to be as independent as they wanted to be.

The provider had a range of systems to monitor and assess the quality of the service including gathering the views of people who used the service and care workers. The provider communicated well with people who used the service and care workers and involved them in the running of the agency.