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Archived: HomeCare (Mellor) Good

Reports


Inspection carried out on 12/05/2015

During a routine inspection

The inspection took place on 12 May 2015. The registered manager was given 48 hours’ notice of our intention to inspect the service. This was in line with our procedures when inspecting domiciliary care agencies as it ensured there would be someone available at the agency’s office to provide us with the necessary information.

HomeCare (Mellor) is a domiciliary care agency that provides care and support to people in their own homes. Following an assessment of a client’s needs, an individual care package is put in place, which will include areas such as personal care or assistance with domestic tasks.

The service supports people with a wide range of needs including older people, people with physical disabilities or people with learning disabilities.

The last inspection of the service took place on 9 May 2013. During this inspection the service was found to be meeting all the regulations that were assessed.

We were assisted during this inspection by the long-term registered manager of the service. A registered manager is a person who has registered with the Care Quality Commission 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.

People we spoke with who used the service told us they felt safe and well cared for. People were satisfied that their care workers understood their needs and supported them in a safe and effective manner. People spoke highly of care workers describing them as kind, caring and respectful. They said they were treated in a compassionate way and that their privacy and dignity was respected.

There were effective systems in place to assess and manage risks to people’s health and wellbeing. The service worked well with community health care professionals to help ensure people received effective health care. People who required assistance to take their medicines were provided with safe support.

People’s care plans reflected their individual needs and personal wishes. People told us they were involved in the development of their care plans and were enabled to express their views on an ongoing basis.

People described a service that was responsive to their needs and flexible. However, some people did express dissatisfaction with the punctuality of care workers. This was discussed with the registered manager during the inspection who was able to demonstrate that she has identified this area as requiring improvement and had developed an improvement plan in response.

The service carried out robust recruitment procedures which included the requirement of any new staff to undergo a series of background checks. These included Disclosure and Barring Service (DBS) checks which would identify if the individual had any criminal convictions or had ever been barred from working with vulnerable people. The recruitment procedures followed helped to ensure people of unsuitable character were not employed.

The registered manager demonstrated a positive approach to the training and support of staff. There was a dedicated training manager in place who led the learning and development programme for staff and monitored the area very closely.

New staff were provided with a thorough induction and an ongoing training programme ensured care workers received regular refresher training and competence assessments. There was an effective supervision programme in place, which meant staff had the benefit of regular 1-1 support from a manager.

Staff described a supportive and approachable management team. Care workers told us they knew who to speak to if they had any concerns and the processes to follow if they identified any concerns about the safety or wellbeing of people who used the service.

The registered manager had effective systems in place to monitor safety and quality across the service. In addition, we saw that people who used the service were enabled to express their views and share their experiences. Where areas for improvement were identified the registered manager took action to address them.

Inspection carried out on 9 May 2013

During a routine inspection

During this inspection we spoke with a number of people who used the service or their carers. Everyone we spoke with gave us very positive feedback about the agency and expressed satisfaction with the service they received.

Comments included:

‘’We have been using them for four years and never had any problem. We are very, very happy!’’

‘’The staff are excellent. Very kind and friendly. They seem very well trained as well!’’

‘’If I had any concerns I would let them know, but I am more than happy with them.’’

During this inspection we looked at how the agency promoted the care and welfare of people using the service and arrangements for supporting people to make informed decisions about their care. We also assessed the agency’s processes for assisting people with medication. Standards in relation to the recruitment of staff and quality assurance were also assessed. We found the service to be compliant in all the areas we inspected.

Inspection carried out on 13 September 2012

During a routine inspection

During the inspection we spoke with a number of people who use the service and in some cases, their relatives.

We received some very positive feedback from people, who told us that they were satisfied with the service and the way their care was provided.

People told us that they were involved in their own care planning and that their choices and preferences were taken into account. One person said ‘’They are very good. They ask me how I’m feeling and what I want.’’

We asked people if they would feel able to raise any concerns they had and they confirmed this to be the case. ‘’I wouldn’t have any hesitation in picking up the phone,’’ commented one person. She went on to say ‘’I think they would want to know about any problem so they could put it right.’’

People spoke highly of managers and staff describing them as professional, kind and courteous. Comments included;

‘’They are brilliant. I couldn’t wish for better. I look forward to them coming.’’

‘’All the staff are lovely and speak very nicely.’’

‘’We feel safe and secure with the staff.’’

We also spoke with a community professional who was visiting the service. This person told us that the agency were very good at communicating with other professionals and that they followed correct procedures if any concerns were identified about a service user. The professional also went on to say that he found the agency to be very creative and thoughtful in the way they provided the service.