Mi Life Care Services Limited

Updated 23 March 2019

The inspection: We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team: This inspection was carried out by one inspector and one expert by experience. An expert by experience is a person who has personal experience of using or caring for someone who uses this type of care service. Their area of expertise is older people and dementia care.

Service and service type: This service is a domiciliary care agency, it provides personal care to older adults and adults with learning disabilities living in their own houses. At the time of the inspection there were seventy-eight people receiving support with personal care.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection: We gave the service 48 hours’ notice of the inspection visit because the manager is often out of the office as part of their role. We needed to be sure that they would be in.

Inspection activity started on 7 February and ended on 8 February. We visited the office location to speak with the registered manager and office staff; and to review care records, policies and procedures.

What we did: Before the inspection, the provider completed a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. The provider returned the PIR and we took this into account when we made judgements in this report. We reviewed other information that we held about the service such as notifications. These are events that happen in the service that the provider is required to tell us about. We also contacted the local authority and Healthwatch Leicestershire. Healthwatch is an independent consumer champion created to gather and represent the views of the public. Healthwatch plays a role at both national and local level and makes sure that the views of the public and people who use services are considered.

During the inspection we spoke with two people who used the service and six relatives. We had discussions with four staff members including the registered manager, care manager, two care workers and one senior care worker.

We looked at the care records of three people who used the service. We also viewed records in relation to the management of the service such as staff recruitment files, quality assurance checks, staff training and supervision records, safe guarding information and accidents and incident information. We looked at compliments and thank you cards from people and their relatives that covered a diverse range of cultural and religious backgrounds.

After the inspection we received;

• Annual Improvement plan

• Training and skills schedule

• Electronic call monitoring records

• Training certificates

• Further care planning records

Updated 23 March 2019

About the service: Mi Life Care Services is a domiciliary care agency. It provides personal care to older adults and adults with learning disabilities living in their own homes.

People’s experience of using this service:

¿ People received outstanding care that was kind and compassionate, person centred care was embedded in planning and practice. People were actively supported and empowered to be fully involved in their care. Where people had communication difficulties the service had used technology to overcome barriers ensuring people were able to express themselves. A diverse range of religions and cultures were supported and respected across the whole service. Staff provided dignified care and promoted and supported independence.

¿ People’s choices, lifestyle, religion and culture as well as their personal and health care needs were all included in the care planning process. People were supported with accessing health care services when they needed, and the service worked in partnership with healthcare professionals. A training program meant people could be assured staff had the knowledge, skills and confidence to do their job. People received care in line with the law and guidance, they were supported in the least restrictive way possible.

¿ People told us they were safe. Risk assessments were in place and reviewed regularly to ensure safe care continued. Staff were trained and could recognise signs of abuse and knew how to report it. Safe recruitment procedures meant that suitable staff were employed. Medicines were managed safely. Staff used Protective personal equipment (PPE) to prevent the spread of infection this included gloves, aprons and hand gels.

¿ People's needs were met by good planning and coordination of care. Pre-admission assessments meant the service was confident it had the right staff available to support people prior to care starting. Regular reviews of care meant the service could respond to changes in people’s needs promptly. A well-managed complaints procedure was in place and people were confident any problems would be responded to appropriately.

¿ The provider, management team and staff had developed an open and honest culture, people and staff found them friendly and supportive. The registered manager had good oversight of the service from the quality monitoring processes. Learning and skill development was actively encouraged, and staff felt confident in their role. The registered manager worked in partnership with other professionals to strive for good outcomes for people who used the service.

Rating at last inspection: Good 13 May 2016.

Why we inspected: This was a planned inspection based on the rating at the last inspection. The service is rated good overall.

Follow up: We will continue to monitor the service through the information we receive until we return to visit as per our re-inspection programme. If any information of concern is received, we may inspect sooner.