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Maksanus Care Services Limited Good

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Inspection report

Date of Inspection: 18 June 2014
Date of Publication: 26 July 2014
Inspection Report published 26 July 2014 PDF | 78.58 KB


Inspection carried out on 18 June 2014

During a routine inspection

A single inspector carried out this inspection. The focus of the inspection was to answer five key questions: is the service safe, effective, caring, responsive and well-led?

As part of this inspection we spoke with two people who used the service, two relatives and three care staff. We also reviewed records relating to the management of the care service which included the care records of three person who used the service.

Below is a summary of what we found. The summary describes what people using the service, their relatives and the staff told us, what we observed and the records we looked at.

If you want to see the evidence that supports our summary please read the full report.

Is the service safe?

People who used the service were protected from the risk of abuse, because the provider had taken reasonable steps to identify the possibility of abuse and prevent abuse from happening.

Care and treatment was planned and delivered in a way that was intended to ensure people’s safety and welfare. People’s care files contained risk assessments including moving and handling, environmental and medication risk assessments. We saw that risks to people and ways to reduce the risks were identified in order to ensure that their needs were met as safely as possible. We also saw that people health needs and medical conditions were recorded.

There were adequate arrangements in place to deal with foreseeable emergencies.

There were enough qualified, skilled and experienced staff to meet people’s needs.

Is the service effective?

We spoke with two people and two relatives of people who used the service. They said they were satisfied with the service that Maksanus Care Limited provided. Their comments included “They are very nice, very good”, “They’re brilliant” and that “Everything goes well.”

People’s needs were assessed and care and treatment was planned and delivered in line with their individual care plan. We looked at three people’s care records that showed their needs were assessed and a care plan was written prior to the commencement of the service. We saw that all files contained a detailed care plan which included information about people's preferred daily routines, interests, likes and dislikes.

People’s individual needs, choices and preferences were reflected in their care plans and a full weekly schedule of people’s visit including their required support was also part of people’s care records.

Is the service caring?

We spoke with two people and two relatives of people who used the service. They said the staff were “very polite, respectful and professional” and that there were “no problems.” People we spoke with did not raise any concerns with us regarding their well-being and safety.

We found that people who used the service expressed their views and were involved in making decisions about their care and support. We looked at three people’s care records that showed their needs were assessed and a care plan was written prior to the commencement of the service. People or their relatives signed these documents evidencing their involvement and agreement with the plans. We saw that the plans took into account people’s individuality and were personalised. People’s communication, mental health and cultural/spiritual needs were also assessed to guide and help staff to ensure people’s dignity and that appropriate choices were offered them.

People's diversity, values and their rights were respected. Records showed that issues around equality and diversity, dignity and privacy, rights and choice were discussed as part of the staff’s induction. Staff were also given a handbook that provided further details regarding what was to be considered when they provided support to people in order to ensure professional standards in providing care. Staff we spoke with confirmed they read the handbook and demonstrated their knowledge and understanding of the need to ask people’s consent prior to providing care and support to them. Staff also said it was important to offer choices to people regarding, for example what they wanted to eat or what clothes they wanted to wear.

Is the service responsive?

We found that spot checks had been implemented by the care coordinator to ensure staff provided care in line with people care plans. This involved checking people’s daily records that was written by staff at the end of each visit and talking to and visiting people and their relatives on a regular basis. Staff we spoke with told us they read the care plans of the people who they supported. They also told us they received a ‘rota’ for each week which included who and when they were to support that week. We looked at two of these rotas which also contained the required support to complete on each visit and key information about the person and their support needs.

We found that the service took account of complaints and comments to improve the service. For example, we found issues had been raised by a person’s relative when they were unhappy about their service. We saw that appropriate actions were taken and an agreement was written which clarified how the person’s relative would be involved in decision making regarding the care and support of their relative in the future.

Is the service well-led?

The service had a system in place to assess and monitor the quality of its service. The system included the completion of service user satisfaction surveys in order to get feedback regarding the service. The care coordinator was also in contact on the telephone with people who used the service and visited them regularly to ensure the quality of the service. People and their relatives were asked for their views about their care and whether they were satisfied with the support their received. We found that appropriate changes were made to the service following people’s feedback.

We asked staff how they felt about their job and they said “(I’m) very happy” and “Everything is ok, (there’s) no problem.” They also said the management was approachable and flexible and that they received all the support they needed to do their job.