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Mega Resources Nursing & Care - Head Office - Northamptonshire Requires improvement

This service was previously registered at a different address - see old profile

Reports


Inspection carried out on 16 June 2021

During an inspection looking at part of the service

About the service

Mega Resources Nursing & Care - Head Office - Northamptonshire is a domiciliary care agency that provides personal care to people in their own homes. At the time of the inspection they were supporting 45 people.

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

Risk assessing and care planning required some improvement to ensure people’s needs were consistently and accurately recorded. Internal systems and processes had not always identified errors in record keeping. An electronic system was being implemented at the time of the inspection to improve oversight.

People were not consistently protected from the risk of infection as not all staff were tested for COVID-19 as per government guidance. Staff had access to personal protective equipment (PPE) which was used appropriately.

The registered manager sought feedback on the service. However, people and staff did not always feel listened to when they raised concerns. Some people told us they had not received a copy of the complaints procedure after asking for a copy on a number of occasions. Some people and staff also had difficulty contacting the office team by telephone when needed.

Staff were recruited safely and there were enough staff to meet people’s needs with two staff members made available when needed. However, people and staff told us, staff were often late for care visits due to a lack of travel time between visits. We have made a recommendation that the registered manager review their rotas to ensure staff have enough travel time between care visits to promote good time keeping.

People received person centred care from staff who were kind and caring and had got to know them. People felt safe and were protected from the risk of abuse by staff who were trained and knew how and where to raise concerns.

Medicines were managed safely by staff who had received training and were competency checked by the registered manager who was a trained health professional. There were improvements required to the manager’s auditing systems to ensure errors would be picked up and corrected promptly.

Accidents and incidents were recorded and monitored, the registered manager worked with people and their relatives to prevent further incidents.

The service worked in partnership with other health care professionals such as GPs and occupational therapists.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was good (published 25 August 2018).

Why we inspected

The inspection was prompted in part due to concerns received about medicines, staffing, communication and staff attendance and time keeping. A decision was made for us to inspect and examine those risks.

We have found evidence that the provider needs to make improvements. Please see the safe and well-led sections of this report.

We reviewed the information we held about the service. No areas of concern were identified in the other key questions. We therefore did not inspect them. Ratings from previous comprehensive inspections for those key questions were used in calculating the overall rating at this inspection.

Enforcement

We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection. We will continue to discharge our regulatory enforcement functions required to keep people safe and to hold providers to account where it is necessary for us to do so.

We have identified a breach in relation to t

Inspection carried out on 10 July 2018

During a routine inspection

This announced inspection took place on 10 July 2018. Mega Resources Nursing & Care – Head Office – Northamptonshire had recently moved offices and this was the first comprehensive inspection from their new location.

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It is registered to support older people, people with dementia, younger adults and people with physical disabilities.

Not everyone using Mega Resources Nursing & Care – Head Office - Northamptonshire receives the regulated activity ‘personal care’; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

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.

Improvements were required to ensure that people’s care plans were sufficient in all areas, particularly with specific care needs, or regarding end of life care. The times of people’s care visits were not clear and required improving to ensure transparency and consistency.

People received safe care and staffing arrangements were flexible to meet the needs of the people that were using the service at any one time. People received support with their medicines if they wished and safeguarding incidents were given appropriate attention.

People’s needs were fully considered before they began to use the service to make sure their needs could be met. People's consent was gained before their care was provided. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

People were treated with dignity and respect and staff were able to get to know people by seeing the same people on a regular basis. People were encouraged to be independent and to make their own choices.

People had care plans in place which reflected their needs and these were regularly updated. Complaint procedures were in place for people to make a complaint, and these were fully investigated.

The provider had quality assurance systems in place to review the quality of the service and took action to make improvements where required. People and staff had opportunities to provide their feedback and this was fully considered and acted.