Midlands Medicare Agency Ltd Also known as MMAL

Updated 13 April 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. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

The service had a registered manager in place. 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.

Inspection team:

The inspection team consisted of one adult social care inspector.

Service and service type:

The service is a domiciliary care agency. It provides personal care to people living in their own homes in the community.

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:

The inspection was announced. This was because we needed to be sure there would be someone available in the office to meet with us.

Inspection site visit activity took place on 13 March 2019 when we visited the office location.

What we did:

Prior to the inspection we had received information about the service since it’s registration on 17 January 2018. This including reviewing any notifications we had received from the service and information we had received from external agencies including the local authority.

We asked the service to complete a Provider Information Return. This is information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make.

This inspection included speaking with the registered manager and the care co-ordinator. We reviewed three people's care records, three staff personnel files and recruitment records for a care worker whose application was still being processed. We also looked at a range of other records about the management of the service. On the same day of the inspection we visited two people who used the service. Following the inspection, we spoke with a care worker and received feedback via email from a relative of a person who used the service.

After the inspection we requested further information from the registered manager. This was received and the information was used as part of our inspection.

Updated 13 April 2019

About the service: Midlands Medicare Agency Ltd is a domiciliary care agency. On the day of our inspection three people were receiving care and support from Midlands Medicare Agency Ltd.

People’s experience of using this service:

The service was safe. There were systems and processes in place to protect people from harm. Medicines were managed safely and only administered by suitably trained and competent staff. Recent recruitment processes were robust although at the time of the inspection we were not able to evidence the recruitment of the care co-ordinator had been thorough. We have made a recommendation about the recruitment of staff.

The relative we spoke with felt staff had the skills and knowledge to meet their relative’s needs. Staff had received training in a variety of topics. Although staff received an induction, this process was not recorded. We also found the provision of staff’s supervision and field based competency checks was inconsistent. We have made a recommendation regarding staff support.

Staff supported people to have maximum choice and control of their lives, although care records for one person did not evidence the service was meeting all the requirements of the Mental Capacity Act 2005.

Staff were caring and kind. People were treated with dignity and respect.

Care records were detailed and person centred, reflecting the care and support people required. Records were reviewed and updated at regular intervals. Care records included contact information for other health professionals who were involved in their care.

The registered manager was clear in their desire to provide person-centred and high-quality care to everyone who used the service. Staff and people felt the service was well managed. There was a system in place to audit records and seek feedback from people who used the service. The registered provider had implemented an electronic system to improve their management of staff. They had also engaged an organisation to provide policies, procedures and support with audits.

Rating at last inspection:

This is Midlands Medicare Agency Ltd.’s first inspection since its registration on 17 January 2018.

Why we inspected:

This was a planned inspection.

Follow up:

We will continue to monitor the service to ensure that people receive safe, compassionate, high quality care. Further inspections will be planned for future dates.

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