We carried out a review of the data available to us about Moor and Coast Care Ltd on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Moor and Coast Care Ltd, you can give feedback on this service.
Moor and Coast Care Ltd is a domiciliary care agency. It provides personal care to people living in their own houses and flats to predominantly older people living in and around the Whitby area. At the time of this inspection, 17 people were using the service
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
People spoke highly of the care and support they received and told us they felt safe. People were supported by a consistent team of staff who were familiar with peoples likes, dislikes and preferences.
The registered manager had worked hard to ensure improvements were made. Risks to people were assessed and recorded. Improvements had been made to medicine management and safe recruitment processes were in place and followed.
Staff had been provided with sufficient induction, training and support. Staff spoke highly of the registered manager and the support and guidance they provided. Government guidance had been followed in relation to Covid-19.
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. Signed consent was in place and people confirmed their views were listened to and respected.
Quality assurance processes were effective, and audits had been completed on a regular basis. The registered manager had requested and listened to feedback provided by people who used the service, relatives and staff. Regular staff meetings had taken place to ensure staff were kept up to date with any changes to the service.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection and update
The last rating for this service was requires improvement (report published 11 April 2019).
Why we inspected
This inspection was carried out to follow up on action we told the provider to take at the last inspection.
We carried out an announced comprehensive inspection of this service 11, 14 and 19 March 2019. Breaches of legal requirements were found. The provider completed an action plan after the last inspection to show what they would do and by when to improve the recruitment processes and governance systems in place.
We undertook this focused inspection to check they had followed their action plan and to confirm they now met legal requirements. This report only covers our findings in relation to the Key Questions Safe, Effective and Well-led which contain those requirements.
The ratings from the previous comprehensive inspection for those key questions not looked at on this occasion were used in calculating the overall rating at this inspection. The overall rating for the service has changed from requires improvement to good. This is based on the findings at this inspection.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Moor and Coast Care Ltd on our website at www.cqc.org.uk.
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.
People’s experience of using this service: The registered manager displayed a commitment to providing high quality person-centred care. However, we identified shortfalls with the leadership of the service. The registered manager did not have systems in place to check the safety and quality of the service provided. They had limited knowledge of best practice and regulatory requirements as well as the content of their own policies and procedures. Records kept in relation to people who used the service were not complete or accurate. The issues we found during our inspection had not been identified.
Information was not available to help guide staff about the support people needed to manage risks or specific health conditions. Medicine records were not clear or complete, although people told us they received their medicines as prescribed. Safe recruitment processes had not always been followed. We have made a recommendation about safe recruitment processes.
Staff had not been fully supported when they joined the service. Inductions had not taken place and staff had not received training to ensure they had the skills and knowledge required. Support provided to staff via supervisions and observations were not recorded.
People were clearly at the heart of the service. Staff treated them with dignity and respect and their independence was promoted. People were supported by a consistent team of staff who were familiar with their likes, dislikes and preferences. Staff spent time getting to know people and their goals. They understood the importance of understanding people’s abilities and working with them to achieve positive outcomes; this level of information was not recorded in people’s care files.
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. Choices people made were respected although consent was not recorded.
People felt they were listened to and their views respected. People told us the service was responsive to their needs and the support provided had improved their well-being. They were asked to provide feedback on the service provided and had regular visits from the registered manager.
People and staff spoke positively of the management team. The registered manager and staff team were passionate about providing a caring service but accepted there were significant shortfalls with records. They were responsive to the concerns we found during the inspection and began to implement improvements immediately.
More information is in the Detailed Findings section below. For more details, please see the full report which is on the Care Quality Commission’s (CQC) website at www.cqc.org.uk
Rating at last inspection: This is the first inspection of the service since registering in March 2018.
Why we inspected: This was the first scheduled inspection of the service.
Enforcement: We identified two breaches of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 around good governance and staffing. Details of action we have asked the provider to take can be found at the end of this report.
Follow up: We will work with the provider following this report being published to understand and monitor how they will make changes to ensure the service improves their rating to at least good.