Mayfair Homecare - Milton Keynes

Updated 12 February 2022

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

This inspection was carried out by one inspector.

Service and service type

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

The service, at the time of inspection, did not have a manager registered with the Care Quality Commission. This means that the provider is legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

We gave the service seven days’ notice of the inspection. This was we needed to be sure that the senior management would be in the office to support the inspection. We also gave time for the provider to send us inspection information, so we did not have to spend an extended amount of time in the office of the service.

Inspection activity started on 19 January 2022 and ended on 20 January 2022. We visited the office location on 20 January 2022.

What we did before the inspection

We reviewed information we had received about the service and we sought feedback from the local authority. The provider sent us a provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We took this into account when we inspected the service and made the judgements in this report. We used all this information to plan our inspection.

During the inspection we spoke with nine people who used the service and five relatives about the experience of the care provided. We spoke with four care staff members and the regional care manager. We reviewed a range of records. This included three people's care records. We looked at three staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.

After the inspection

We continued to seek clarification from the regional care manager to validate evidence found.

Updated 12 February 2022

Mayfair Homecare is a domiciliary care agency, providing personal care to people in their own homes. At the time of inspection, 108 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 said they received safe care and were protected against abuse, neglect and discrimination.

Details of how to reduce risks to people's safety were included in people’s care plans.

Safe recruitment practices were in place to ensure that only suitable staff worked at the service.

Enough staff were employed to meet people's needs. Though calls providing personal care had not always been timely, people were understanding of this in the context of the current Covid pandemic.

People told us they were treated with respect and dignity and staff had a caring and friendly approach to them. They said they had very good relationships with staff. Staff encouraged people to maintain their independence and do as much for themselves as they wanted to.

Care plans reflected people's individual needs and preferences. People were supported to have choice and control of their lives.

Quality assurance systems were in place to check that people received a service that met their needs.

The regional care manager understood their responsibilities and worked in an open and transparent way. People were aware of how to make a complaint and complaints were properly investigated with an explanation provided to the complainant.

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

Why we inspected

This was a planned inspection based on the previous rating.

Rating at last inspection

The last rating for this service was requires improvement (published 9 April 2019).

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our reinspection programme. If we receive any concerning information we may inspect sooner.