Mayfair Homecare - Trellis House

Updated 15 February 2022

The inspection

We carried out this performance review and assessment under Section 46 of the Health and Social Care Act 2008 (the Act). We checked whether the provider was meeting the legal requirements of the regulations associated with the Act and looked at the quality of the service to provide a rating.

Unlike our standard approach to assessing performance, we did not physically visit the office of the location. This is a new approach we have introduced to reviewing and assessing performance of some care at home providers. Instead of visiting the office location we use technology such as electronic file sharing and video or phone calls to engage with people using the service and staff.

Inspection team

The inspection team consisted of one inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service provides care and support to people living in a ‘supported living’ setting, so that they can live as independently as possible. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for supported living; this inspection looked at people’s personal care and support.

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

We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 24 January 2022 and ended on 2 February 2022.

What we did before the inspection

The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make.

We used information gathered as part of monitoring activity that took place on 19 November 2021 to help plan the inspection and inform our judgements. We also reviewed the intelligence we held about the service such as statutory notifications and information received from people. We used all this information to plan our inspection.

During the inspection

This performance review and assessment was carried out without a visit to the location’s office. We used technology such as video calls to enable us to engage with people using the service and staff, and electronic file sharing to enable us to review documentation.

We spoke with five people who used the service, five relatives and five staff members including the registered manager.

We reviewed a range of records. This included seven people’s care records. We looked at and reviewed multiple documents submitted by the provider. These included policies and other information relevant to the running of the service.

Updated 15 February 2022

About the service

Mayfair Homecare - Trellis House is a supported living scheme that provides personal care and support to people living in their own flats in a double storey multi-occupancy building.

The purpose-built building comprises of 42 self-contained flats. Sanctuary Housing Association own the building and, as the property's landlord, are responsible for its maintenance.

At the time of our inspection, 30 people aged 55 and over were receiving personal care and support at the scheme. The Care Quality Commission (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

People told us they were happy with the service. Comments included, “I feel ‘at home’ with the carers;” “I feel very safe and know they look after me” and “I think the security here is very good. I feel very safe here” People’s needs were met. Staff understood safeguarding of vulnerable people and knew how to identify and report abuse.

Risks to people’s health and well-being were assessed and managed. Staff had information about risks to people and followed guidance on how to support them safely. Safe recruitment checks were undertaken to ensure suitable staff were employed to provide care to people using the service. People were supported to take and manage their medicines. Staff followed infection control guidance when providing care to reduce the risk of infection.

People received appropriate support for their nutrition and hydration needs. Staff received induction, training, supervision to enable them to undertake their roles effectively. People were involved in making decisions about their care and support needs.

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.

People told us staff were compassionate and treated them with respect. Comments included, “Carers are very kind and caring” and “[Staff] and are very respectful.” People received support from a consistent team of staff who knew them well. Staff were respectful of people’s privacy and dignity.

People received care in the manner they preferred, and their choices were respected. People were supported to remain independent where they were able to be. People and their relatives knew how to make a complaint if they were unhappy with any aspect of the service.

People using the service and their relatives were complimentary about the management of the service. People were given opportunities to feedback about the service. Quality assurance systems in place were used to drive improvements when needed.

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

Rating at last inspection:

This service was registered with us on 6 September 2019 and this is the first inspection.

This supported living service was previously registered under Sanctuary Housing, a provider who is no longer registered with the Commission. The last rating for the location under the previous provider’s registration was requires improvement (published 28 January 2016).

Why we inspected

This inspection was prompted by a review of the information we held about this service.

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.

This was an ‘inspection using remote technology’. This means we did not visit the office location and instead used technology such as electronic file sharing to gather information, and video and phone calls to engage with people using the service as part of this performance review and assessment.