MoreLoved Care Ltd

MoreLoved Care Ltd is a home care service providing personal care to people within their own homes. At the time of our inspection there were 8 people using the service. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

People’s experience of using this service and what we found

People now received safe, effective, caring, and responsive care and support. There had been significant improvements since the last inspection in key areas such as, assessment of and acting on risk, recruitment of suitable staff, ensuring people received person-centred care and support, and management and governance.

Improved governance procedures were in place that ensured there was continuous assessment of the risks that could affect people and staff. People felt able to raise concerns and that they would be acted on. Staff felt valued and enjoyed the role. People and relatives would recommend this service to others.

People felt safe with staff. Their needs were assessed and risks addressed. Staff were recruited safely. People received the support they needed with medicines. Infection control measures were in place to reduce the risk to people. Accidents and incidents were appropriately investigated and acted on.

People received care from suitably skilled and experienced staff. They were supported to access other health and social care professionals where needed. People received support with maintaining a balanced diet.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People felt staff were kind, caring and respectful. People were treated with dignity and respect and their independence was encouraged. People felt their views mattered. They were supported to achieve positive outcomes and to lead meaningful lives. Complaints were handled appropriately.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection and update

The last rating for this service was requires improvement (published 8 June 2023)

The provider completed an action plan after the last inspection to show what they would do and by when to improve.

At this inspection we found improvements had been made and the provider was no longer in breach of regulations.

Why we inspected

This inspection was carried out to follow up on action we told the provider to take at the last inspection.

The overall rating for the service has changed from requires improvement to good based on the findings of this inspection.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for MoreLoved Care Ltd on our website at www.cqc.org.uk.

MoreLoved Care Ltd is a domiciliary care service providing personal care to 11 people at the time of the inspection. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

We expect health and social care providers to guarantee autistic people and people with a learning disability the choices, dignity, independence, and good access to local communities that most people take for granted. Right support, right care, right culture is the statutory guidance which supports CQC to make assessments and judgements about services providing support to people with a learning disability and/or autistic people. We considered this guidance as there were people using the service who have a learning disability and or who are autistic.

People’s experience of using this service and what we found

People’s care records and risk assessments were not comprehensive, did not always reflect people’s care needs and were not always person-centred.

Quality assurance processes were ineffective and did not highlight the concerns we have raised throughout this report. The registered manager was well-liked by the people they cared for and their relatives. Prior to the inspection, they had commissioned external consultants to help them to address some shortfalls within the service. This process was on-going.

During this inspection process the Home Office revoked the provider’s licence to sponsor foreign nationals to work for the company. This meant the provider had to use agency staff to cover care calls. The poor quality of the care records could mean people received inconsistent care and support from unfamiliar staff.

Most people were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. However, we found the paperwork relating to 1 person did not follow the requirements of the Mental Capacity Act 2005 (MCA).

End of life care planning was not thorough. People’s communication needs were not always taken into account to reduce the risk of discrimination. People’s protected characteristics were not considered when care was planned. People’s hobbies and interests, likes and dislikes were not always recorded in their care records.

People felt their medicines were well-managed; however, improvements were needed to ensure records relating to the management and administration of medicines were consistently completed.

People found staff to be kind and caring. They felt safe when staff were in their home. Staff followed infection prevention and control practices to keep people safe. Incidents were investigated and reported where needed. The paperwork for 1 incident was not fully completed; the registered manager told us they would address this.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

This service was registered with us on 7 November 2022, and this is the first inspection. The service was previously registered with the CQC since 9 February 2021 with a different registered manager. Some of the concerns we investigated during this inspection related to the previous registration.

Why we inspected

The inspection was prompted in part due to concerns received that some of the staff were not permitted to work legally in the UK. A decision was made for us to inspect and examine those risks.

We found evidence that the provider needed to make improvements. Please see the safe, effective, caring, responsive and well-led sections of this full report.

You can see what action we have asked the provider to take at the end of this full report.

Enforcement and Recommendations

We have identified 3 breaches in relation to safety, person-centred care and governance at this inspection.

Please see the action we have told the provider to take at the end of this report.

Full information about CQC’s regulatory response to the more serious concerns found during inspections is added to reports after any representations and appeals have been concluded.

We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will continue to monitor information we receive about the service, which will help inform when we next inspect.