The provider sent us an action plan following our inspection in August 2016 telling us that they had taken the appropriate actions to address the breaches and that they were no longer in breach with the regulations.
We found during this inspection that the provider had undertaken appropriate checks of new prospective staff employed to ensure they were of good character, had the qualifications, skills and experience required to work and support people who used the service.
Mercyland Care Limited is a domiciliary care agency. It provides personal care to ten people living in their own houses and flats in the community. It provides a service to older adults some of them may have dementia. Not everyone using Mercyland Care Limited receives regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided. Since our last inspection the provider has moved the location to a new office building, the registered manager told us that this was to reduce costs and due to issues, they had with the previous landlord.
A manager was registered with the Care Quality Commission (CQC). A registered manager is a person who has registered with the CQC 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.
We found that appropriate systems, processes and practices were adhered to ensure people who used the service were safeguarded from abuse. Risk to people was assessed and management plans were put into place to ensure people were not at risk of receiving unsafe personal care. People told us that the agency provided sufficient staff suitable to meet their needs. Where people received support with medicines appropriate systems were followed to ensure the proper and safe use of medicines. Staff followed appropriate infection control procedures to minimise the risk of spreading infections. Since our last inspection, Mercyland Care Limited did not have to deal with any incidents or accidents in relation to carrying out the regulated activity, but we were told by the registered manager that any accidents and incidents would be discussed during care workers meetings.
New prospective people who used the service had been assessed to ensure the service was able to meet people’s needs. Care workers had access to a wide range of training and were supported to develop their skills and knowledge to deliver effective care. Where required people’s dietary needs were documented in their care plans and appropriate care was provided to people who used the service. Care workers would contact emergency services if required. People who used the service had a designated representative if this was required to ensure consent was sought in line with legislation and guidance.
People who used the service told us they were treated with kindness and respect. We saw that people and their relatives could express their views and were actively involved in making decisions in relation to their care. Care workers told us that they ensured people’s privacy, dignity and independence was respected and promoted.
People received personalised care that was discussed and planned with them or their representative. People who used the service were encouraged to raise concerns and complaints, which was used to improve the quality of service.
People who used the service and care workers told us that the registered manager was approachable and listened to what they had to say. They described the organisation’s culture as open, transparent and inclusive. The provider had an effective quality assurance system in place. People who used the service and care workers were regularly engaged to comment on the service provided to drive improvement and promote good quality care.