Background to this inspection
Updated
10 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 completed by one inspector.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses, flats and specialist housing.
The service had a manager registered with the Care Quality Commission. The registered manager was also the registered provider of the service. This means that they are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
This inspection was announced.
We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the registered manager would be in the office to support the inspection.
Inspection activity started on 25 February and ended on 3 March 2020. We visited the office location on 26 February 2020.
What we did before inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. 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 this information to plan our inspection.
During the inspection
At the office visit, we reviewed a range of records. We spoke with the registered manager, the co-ordinator, a senior care worker and four care workers. We looked at two staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
We visited and spoke with four people in their own homes, along with three relatives or friends, to gain their experiences of the service.
After the inspection
We continued to seek further evidence from the providers to validate evidence found.
We spoke by telephone with a further five people and three relatives.
Updated
10 April 2020
About the service
Millrose Care is a domiciliary care agency providing personal care in people’s own homes in the community.
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. At the time of inspection, approximately 30 were receiving care from the service and, except for three people, all received personal care.
The service provides care and support to people living in the surrounding areas of Bideford.
People’s experience of using this service and what we found
People and their relatives were very happy and complimentary of the service provided by Millrose Care. They received safe and effective care to support their individual needs.
People were protected and cared for by staff who had been safely recruited, well trained and skilled. They were aware of how to recognise and report any concerns they had.
Staff were kind, caring and compassionate to people and their relatives. They ensured people were treated with privacy and dignity and encouraged them to remain as independent as possible.
People and care staff and had built up trusting and positive relationships together. Staff cared for families and pets as well as the people they supported. They made small caring gestures to people which meant a lot to their wellbeing.
There was good communication and people and relatives felt listened to. All felt if they had concerns, the registered manager would resolve them.
People’s needs were assessed, and care plans were clear and detailed. They included all areas of the care and support needed based on people’s individual choices and preferences. Risks to people’s health and wellbeing were continually identified and reviewed.
People received their medicines safely and were encouraged to eat and drink.
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. Staff sought people’s consent before supporting them and people’s support given in line with law and guidance.
People knew had to raise a concern and felt listened to. They were confident any concerns would be resolved.
People, relatives and staff were complimentary about how the service was led by the registered manager. Staff shared in their vision for the service and were motivated and enjoyed their jobs.
Systems were in place to monitor the quality and effectiveness of the service.
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 (report published 14 September 2017).
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.