Background to this inspection
Updated
4 September 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. 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 and an 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.
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 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 provider 48 hours' notice of our intention to undertake an inspection. This was because the provider delivers a domiciliary care service to people in their own homes, and we needed to be sure that someone would be available in the office.
What we did before the inspection
Before the inspection visit, we reviewed information we had received about the service since the last inspection. This included information about incidents the provider must notify us of, such as any allegations of abuse. We sought feedback on the service from the local authority and local Healthwatch. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England.
During the inspection
We spoke with the registered manager, team leader and four care workers. We reviewed a range of records. These included five people’s care records, medicines records, staff training records, four staff files in relation to recruitment, selected policies and incident and accidents records. We also reviewed complaints records, incidents and accidents records and records relating to the management of the service.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We spoke with four people, five relatives and two community health and social care professionals about their experience of care provided.
Updated
4 September 2019
About the service
Mortimer Homecare Limited is a domiciliary care agency based in Leominster, Herefordshire. It specialises in providing care and support to older people and younger adults who may have physical disabilities, sensory impairments or are living with dementia. At the time of our inspection, there were 41 people using the service.
People’s experience of using this service and what we found
The provider had not consistently obtained employment references for prospective staff, to check their suitability, before allowing them to work in people’s homes under supervision. Staff understood how to identify and report potential abuse involving people who used the service. The risks associated with people’s individual care needs had been assessed, reviewed and plans were in place to manage these. People received a consistent and reliable service from the provider. The registered manager reviewed reports of any accidents or incidents involving people to learn from these. Staff used personal protective equipment to protect people from the risk of infections.
People’s individual needs and requirements were assessed with them before their care started and kept under review. Staff received training and ongoing management support to ensure they worked safely and effectively. New staff received induction training to help them settle into their new roles. People had the support they needed from staff to prepare their meals and drinks. Staff and management worked with a range of community health and social care professionals to ensure people’s health and care needs were met. 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 approached their work with kindness and compassion. People and their relatives were encouraged to express their opinions about the care provided. Staff understood the importance of promoting equality and diversity through their work. People were treated with dignity and respect at all times.
People’s care and support was based upon their individual needs and requirements. People’s care plans were individual to them and followed by staff. People and their relatives understood how to raise any concerns or complaints with the provider, and had confidence these would be listened to. People’s wishes and choices about their end of life care were explored with them, to ensure these were addressed at the appropriate time.
The management team promoted an open and inclusive culture within the service. People found management easy to contact and helpful. Staff were well-supported by a management team who were prepared to listen and act. The provider had quality assurance systems and procedures in place to enable them to monitor and make improvements in the quality of people’s care.
Rating at last inspection
The last rating for this service was good (published 28 February 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.