Archived: Montecare Solutions Limited

We considered our inspection findings to answer questions we always ask; Is the service safe? Is the service effective? Is the service caring? Is the service responsive? Is the service well-led?

This is a summary of what we found;

Is the service safe?

When we arrived at the service office and people's homes we were asked for our identification. This meant that the appropriate actions were taken to ensure that the people who used the service were protected from others who did not have the right to access their home or the service office.

The Care Quality Commission monitors the operation of the Deprivation of Liberty Safeguards (DoLS) which applies to care homes. Whilst this is not applicable with this service staff had received appropriate training in the Mental Capacity Act and Deprivation of Liberty Safeguards (DoLS).

People told us they felt confident with the service and that they would speak with the staff or the manager if they had concerns. We saw the service had processes in place which ensured that staff had the skills and knowledge to support people safely.

The provider ensured that the service's infection prevention and control arrangements were appropriate. Systems were in place to ensure care staff were provided with protective clothing and that people were cared for in a clean, hygienic environment. People were protected from the risk of infection because appropriate guidance had been followed.

We saw appropriate processes were in place with regard to the administration of medication, so that people could be confident they were protected from the unsafe use and management of medicines.

We saw that people's personal records including care files were accurate and that staff records and other records relevant to the management of the service were accurate and fit for purpose.

Is the service effective?

People told us that they felt that they were provided with a service that met their needs. People's care records showed that care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare. The records were regularly reviewed and updated which meant that staff were provided with up to date information.

We found that there were enough trained, skilled and experienced staff to meet people's needs. Staff received the training they needed to provide care and support safely and were able to demonstrate that they understood the specific needs of the people who used the service and how those needs were to be met.

Is the service caring?

We saw that the staff interacted with people who used the service in a caring, and respectful manner. We saw that staff treated people with respect.

Staff had a good knowledge and understanding of people's care and support needs, including recognising and supporting them as an individual. This ensured people received care and support consistently and in ways that they preferred.

People's preferences, interests, aspirations and diverse needs had been recorded and care and support had been provided in accordance with people's wishes.

Is the service responsive?

People's choices were taken into account and listened to.

People told us that they knew how to make a complaint if they were unhappy. We saw that where people had raised concerns appropriate action had been taken to address them. People could therefore be assured that complaints are investigated and action is taken as necessary.

People's care records showed that where concerns about their wellbeing had been identified the staff had taken appropriate action to ensure that people were provided with the support they needed. This included seeking support and guidance from health care professionals, including a doctor and district nurse.

Is the service well-led?

The service worked well with other agencies and services to make sure people received their care in a joined up way.

Staff told us they were clear about their roles and responsibilities. Staff had a good understanding of the ethos of the service and quality assurance processes were in place. This helped to ensure that people received a good service.

People who used the service, their relatives, friends and other professionals involved with the service completed an annual satisfaction survey. Where shortfalls or concerns were raised these were addressed.

The service had a quality assurance system in place and records seen by us showed that identified shortfalls or issues were addressed promptly. The service had processes in place to collate the information they had gathered, identify the service's strengths and weaknesses, and plan the actions required to improve the experiences of people who used the service. This ensured continued improvement in the areas identified.

Staff told us that Montecare was a good company to work for. The management was flexible and approachable and we saw that good opportunities for training were provided.

At the time of our inspection on 26 June 2013, we saw that monitoring systems for involving and caring for people and managing the service were in place.

We noted that there were processes in place for the reporting of safeguarding incidents and that these procedures were followed.

Effective staff support systems including supervision and annual appraisals were in place.