Archived: Mediline Home Care Derby City Branch

Updated 29 April 2020

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. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

The inspection was carried out by one inspector, one assistant 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. The experts by experience did not attend the office of the service or visit people at home. They spoke by telephone with people and relatives of people who used the service on 14 February 2020 and 17 February 2020.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

The service had two managers 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 one weeks' notice of the inspection. This was because we needed to obtain contact details and consent to contact people using the service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. This included details about incidents the provider must notify us about. We sought feedback from the local authority. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We reviewed a range of records, which included the care records for six people. We checked that the care they received matched the information in their records. We also looked at records relating to the management of the service, including quality checks and staff files. We also looked at three staff recruitment files.

We spoke with the nominated individual, director of HR, both registered managers, two senior care workers and two care workers when we visited the office on 25 February 2020. The nominated individual is responsible for supervising the management of the service on behalf of the provider.

We spoke with six people who used the service and 10 relatives about their experience of the care provided, by telephone on 13, 14 and 17 February 2020.

Updated 29 April 2020

About the service

Mediline Home Care Derby City Branch is a domiciliary care agency registered to provide personal and nursing care to people in their own homes. Not everyone who used the service received personal care. The Care Quality Commission (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. There were 194 people receiving personal care at the time of the inspection.

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

People were protected from the risk of harm by staff who understood how to recognise and respond to concerns.

Staff told us they had received training in a range of areas to support them in their roles. Recruitment procedures ensured prospective staff were suitable to care for people receiving personal care in their own homes.

Risk assessments were in place, providing guidance for staff in how to mitigate risks and keep people safe from harm. People's medicines were administered as prescribed. People were protected from the risk of

infection.

The management team reviewed incidents and learning, any learning was shared with the staff team.

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 treated them with respect and were kind and caring towards them. Staff understood the importance of respecting people's privacy and promoted their dignity and independence.

People and or their relatives were involved in the planning of care. This was kept under review and updated as and when needed.

The provider's complaints policy and procedure was accessible to people who used the service and their representatives. People knew how to make a complaint and felt their concerns would be listened to and addressed.

The provider had systems in place to monitor the quality of the service to enable the management team to implement improvements when required. Staff felt supported by the management team.

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

Rating at last inspection:

The last rating for this service was good (published 27 September 2017).

Why we inspected:

This was a planned inspection based on the previous rating.

Follow up:

We will continue to monitor the service to ensure that people receive safe, compassionate, high quality care. Further inspections will be planned for future dates.