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Inspection Summary

Overall summary & rating


Updated 11 September 2019

About the service

Merit Healthcare Ltd is a domiciliary care service that provides personal care and support to people living in their own homes. The service supported 30 people at the time of the inspection.

Not everyone who used the service received personal care. 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.

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

Effective systems were not fully in place to monitor the quality of the service being delivered and staff development. We have made a recommendation relating to the recording of governance systems.

People and their relatives were positive about the caring nature and approach of staff. People told us they were supported by staff who were kind and compassionate. They told us they felt safe when staff visited and were confident that any concerns would be dealt with promptly. Appropriate numbers of staff who arrived on time supported people and stayed for the designated amount of time to deliver the care and support people required. 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 told us they had received appropriate training which supported them to carry out their role. Staff told us they could seek advice from the registered manager and senior carers. The registered manager and staff were passionate about the care they delivered and were driven to improve the service. They communicated and engaged with others such as family members to improve the lives for people.

The registered manager acted on concerns to ensure people received care which was safe and responsive to their needs. Staff were trained in safeguarding people and protecting them from harm. Any concerns or accidents were reported and acted on.

The registered manager monitored the delivery of care through staff observations and feedback from people. They were reviewing and implementing the systems they used to monitor the quality and effectiveness of the service such as staff recruitment and performance.

For more details, please see the full report which is on the CQC website at

Rating at last inspection

The last rating for this service was requires improvement (published 25 July 2018) and there were multiple breaches of regulation. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.

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.

Inspection areas



Updated 11 September 2019

The service was safe.

Details are in our safe findings below.



Updated 11 September 2019

The service was effective.

Details are in our effective findings below.



Updated 11 September 2019

The service was caring.

Details are in our caring findings below.



Updated 11 September 2019

The service was responsive.

Details are in our responsive findings below.


Requires improvement

Updated 11 September 2019

The service was not always well-led.

Details are in our well-led findings below.