Mayfair Care Services Ltd

On this page

• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

Safe – this means we looked for evidence that people were protected from abuse and avoidable harm.

At our last assessment we rated this key question as good. At this assessment the rating has remained the same. This meant people were safe and protected from avoidable harm.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice.

The registered manager had a process to report concerns and ensured relevant authorities such as the CQC and the local authority were informed of any incidents or allegations of concern that could affect people's safety. Staff were confident any issues they reported were acted on by the registered manager in a timely manner.

Records showed accidents and incidents were recorded, investigated, and regularly reviewed to help identify any themes or trends that could affect people's ongoing health, safety or welfare. This helped to reduce risks to people's safety.

The provider worked with people and healthcare partners to establish and maintain safe systems of care, in which safety was managed or monitored. They made sure there was continuity of care, including when people moved between different services.

Care and support was planned and organised with people, together with their relatives and relevant health and social care professionals in ways that helped to ensure continuity. The views of people who used the service, partners and staff were listened to and considered.

The provider worked with people and healthcare partners to understand what being safe meant to them and the best way to achieve that. Staff concentrated on improving people’s lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. The provider shared concerns quickly and appropriately.

The registered manager had a strong understanding of safeguarding and how to take appropriate action. There were effective systems, processes and practices to help make sure people were protected from the risk of abuse and neglect.

The staff team received training, and subsequent refresher training, to give them the necessary skills to help keep people safe from the potential risk of abuse.

People felt safe when staff entered their home. A relative told us, “I have never had cause to be concerned about my [family member’s] safety and if they have any concerns, they contact me to discuss.”Another relative said, “We feel that Mayfair keep our [family member] safe and follow their policies and procedures for any safeguarding concerns they may have.”

The provider worked with people to understand and manage risks by thinking holistically. Staff provided care to meet people’s needs that was safe, supportive and enabled people to do the things that mattered to them.

People's care and support was provided in a safe, personalised, supportive and enabling way. Risks to people’s health and wellbeing were assessed with involvement of the person, and their relatives where appropriate, prior to the care delivery starting.

Measures were agreed and put in place to help support people in the least restrictive way enabling people to do what was important to them. These were kept under regular review and amended as people’s needs changed.

Information about how to manage risks to people’s health and welfare were included in their care plans. For example, a care plan for a person living with diabetes gave clear information about the symptoms of both low and high blood sugar. This information was available for family members as well as the person and care workers.

We did not look at Safe environments during this assessment. The score for this quality statement is based on the previous rating for Safe.

The registered manager ensured there were enough skilled, qualified and experienced staff who received continuous support, supervision and personal development. The staff team and management worked well together to help ensure people received safe and effective care to meet their individual needs.

Staff were trained in all the basic core areas and additional training was provided to meet people’s individual needs. For example, this included areas such as effective communication, promoting continence, dementia care and wound care amongst many others. This helped to ensure people received their care and support from a well trained and experienced staff team.

Staff received the support they needed to deliver safe and effective care including supervision, appraisal and support. A staff member told us, “Everyone Iwork with is kind, compassionate and professional. We are given plenty of time in each call to provide quality care.”

The provider operated robust and safe recruitment practices to help ensure all staff were suitably experienced, competent and able to carry out their role. The provider had requested references and proof of identity documents as well as criminal record checks before staff started to work. This helped to ensure people were supported and cared for by appropriate staff.

Relatives told us people received their care and support from a small group of staff, this meant staff and people got to know each other well and formed bonds. One relative said, “The care is being delivered by a consistently regular and reliable team as evidenced in the communication log. They sign their name so we know the team and can see that they visit daily at requested times.”

The provider assessed and managed the risk of infection. They detected and controlled the risk of it spreading and shared concerns with appropriate agencies promptly.

People were protected as much as possible from the risk of infection because the provider had introduced clear roles and responsibilities around infection prevention and control. The staff team received training to give them the skills and knowledge to help protect people from the risk of infection and their competencies in this area were assessed at spot checks.

The provider information return (PIR) submitted in May 2025 advised, “We provide suitable, up-to-date information on infection prevention and control to every service user and any person concerned with their care and support. This is done through our web site or information leaflets.”

The provider made sure that medicines and treatments were safe and met people’s needs, capacities and preferences. Staff involved people in planning, including when changes happened.

People received safe and appropriate support with their medicines. This support ranged from helping people to store medicine safely within their homes to prompting people to take their medicines at the required times.

Each person’s medicine support plan and risk assessment were personalised around their needs and informed staff of the times people needed to take their medicines, the dosage and any potential side effects.

Staff received training in the safe administration of medicines and had an assessment of their competency from the registered manager before they provided medicines support independently. This meant there was a reduced risk of people experiencing harm.

A relative told us, “The care workers are clearly skilled, and we have witnessed on several occasions their careful reading of the medical notes for the correct medication.One care worker recently alerted us to a prescription change they had noticed, and we were able to consult the doctors immediately to clarify this change.”