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Inspection Summary

Overall summary & rating


Updated 31 December 2019

About the service

The Mildmays is an extra care service providing care and support to 69 people at the time of our inspection. People lived in individual flats in three locations close to each other within the London Borough of Islington. 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 told us they felt safe and staff were kind. Engagement between staff and people using the service was caring and respectful. Staff provided people with personalised care and support that met their needs and preferences.

People's care and support plans were up to date and personalised. They included information about people’s individual needs and guidance for staff to follow to make sure people received the care and support they required.

Staff were caring and treated people with dignity. People’s differences including cultural, religious and relationship needs and preferences were understood and respected by staff.

People were supported to maintain good health and to eat and drink well. The service provided a meals service for people who chose not to cook or eat their meals in their flats. People were provided with a range of meal choices and told us that their individual preferences were always met.

People’s independence was promoted and supported by staff. Staff recognised and respected people’s abilities. People had opportunities to participate in a wide range of activities at the service and within the community. People were supported to have the relationships they wanted with families and friends.

Staff knew what their responsibilities were in relation to keeping people safe. They recognised this importance of reporting any concerns they had about people's welfare and how to protect them from abuse.

Risks to people's health and wellbeing were assessed and regularly reviewed. Staff acted to minimise these risks and keep people safe.

Arrangements were in place to ensure that people received their prescribed medicines safely. Risk assessments were in place for people who managed their own medicines.

The provider recruited staff carefully to ensure that staff were suitable for their role. Staff had the skills and knowledge to provide people with the care and support that they needed. They received the training and support that they needed to enable them to carry out their roles and responsibilities.

People were supported to have choice in their daily lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

The registered manager showed effective leadership and the service was well run. Staff felt supported. Systems were in place to assess and monitor the quality and delivery of care to people and drive improvement. Actions had been taken to ensure that concerns arising from quality monitoring were addressed.

For more details, please see the full report which is on the CQC website at

Rating at last inspection:

This was out first inspection of this newly registered service.

Why we inspected:

This was a scheduled planned comprehensive inspection.

Follow up:

We will continue to monitor the service through the information we receive. We will inspect in line with our inspection programme or sooner if required.

Inspection areas



Updated 31 December 2019

The service was safe.

Details are in our safe findings below.



Updated 31 December 2019

The service was effective.

Details are in our effective findings below.



Updated 31 December 2019

The service was caring.

Details are in our caring findings below.



Updated 31 December 2019

The service was responsive.

Details are in our responsive findings below.



Updated 31 December 2019

The service was well-led.

Details are in our well-led findings below.