8 January 2019
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
This announced comprehensive inspection took place on 27 November 2018 by two inspectors and telephone calls were made to people using the service and their relatives on 29 November 2018 by 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. Our expert by experience had previous knowledge and experience of home care services.
This was the first comprehensive inspection.
We checked the information we held about the service including statutory notifications. A notification is information about important events which the provider is required to send us by law.
Before the inspection we asked for a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. The provider submitted their PIR in June 2018. We took this information into account when assessing the service.
During this inspection we spoke with six people using the service and four relatives. We spoke with five staff including the registered manager, and two senior staff, one care staff and one quality control staff. We also contacted the local authority that commissioned people’s care who told us they had no concerns.
We looked at the care records for three people using the service including their daily records and medicines charts. We also examined other records relating to the management and running of the service. These included two staff recruitment files, training records, supervisions and appraisals. We looked at the staff rotas, complaints, incidents and accident reports and quality monitoring information.
8 January 2019
This inspection took place on 27 and 29 November 2018 and was announced.
This was the first comprehensive inspection carried out at Melton Care Services since they registered with CQC in August 2017.
Melton Care Services is a domiciliary care agency. It provides personal care to people living in their own homes. On the day of our visit, they were providing care for 50 people.
The service had a registered manager. 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 and associated Regulations about how the service is run.
The provider had systems in place to assess and monitor the quality and safety of the service; they acted upon their findings and used the learning from these to drive improvements.
People’s risks were assessed and reviewed regularly or as their needs changed; people received their care as planned to mitigate their known risks.
People received care from staff they knew most of the time. People received care from staff that had received training and support to carry out their roles.
Staff understood their roles and responsibilities to safeguard people from the risk of harm.
People were supported to access relevant health and social care professionals. There were systems in place to manage medicines in a safe way.
Staff demonstrated their understanding of the Mental Capacity Act, 2005 (MCA). Staff gained people's consent before providing personal care. People were involved in the planning of their care which was person centred and updated regularly.
People were encouraged to make decisions about how their care was provided and their privacy and dignity were protected and promoted. People had developed positive relationships with staff. Staff had a good understanding of people's needs and preferences.
People were supported to express themselves, their views were acknowledged and acted upon and care and support was delivered in the way that people chose and preferred.
People using the service and their relatives knew how to raise a concern or make a complaint. There was a complaints system in place and people were confident that any complaints would be responded to appropriately.