Archived: Mayfair Homecare - Lewisham

Updated 27 August 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 two inspectors 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 service.

Service and service type

This is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

The service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the service.

At the time of our inspection there was a registered manager in post.

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 registered manager or another senior staff member would be in the office to support the inspection.

Inspection activity commenced on 19 May 2022 with a visit to the office location and concluded on 30 June 2022.

What we did before the inspection

We reviewed the information we held about the service, for example any notifications the provider is required by law to send to us. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make.

During the inspection

We spoke with a care coordinator, an administrator, the registered manager and the regional care manager. We reviewed a range of records, which included the care records for four people using the service. We looked at five staff files in relation to recruitment, training and supervision. A variety of records relating to the management of the service including ‘spot check’ visits reports, the complaints log and policies and procedures were reviewed.

Following the site inspection visit, we continued to seek clarification from the provider to validate evidence found. We spoke by telephone with seven people who used the service and two relatives. We also spoke with four members of the care staff team. We contacted health and social care professionals with knowledge and experience of the service and received written comments from one professional. We held a remote meeting on 30 June 2022 with the registered manager and a director to provide feedback.

Updated 27 August 2022

About the service

Mayfair Homecare – Lewisham is a domiciliary care service providing personal care to people living in their own homes. 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. At the time of the inspection 41 people were receiving personal care.

People’s experience of using this service and what we found

People were supported with their personal care needs and other assistance they required in a kind and respectful manner.

Staff received safeguarding training and knew how to protect people from the risk of abuse, harm and neglect.

Systems were in place to promote people’s safety and mitigate any identified risks. This included safe support with receiving their prescribed medicines and appropriate measures were in place to protect people from the risk of infection.

People had developed positive relationships with care staff, who they described as “lovely" and "caring." Staff were properly recruited, and provided with relevant training and supervision to carry out their roles.

People were supported to meet their nutritional and hydration needs where this formed part of their agreed care plan.

Staff were given training and guidance about people's healthcare needs to assist them to identify if people were not well and needed to be referred for external healthcare support.

Staff were aware of people's rights under the Mental Capacity Act 2005 and supported people to have maximum choice and control of their lives, in the least restrictive way possible and in their best interests. The policies and systems in the service supported this practice.

People and their chosen representatives where applicable were supported to take part in the planning and reviewing of their care plans, wherever possible. Care plans clearly demonstrated that people were consulted about their needs and wishes.

People were aware of how to make a complaint and felt assured the registered manager would act promptly and thoughtfully to address any concerns.

The service was well-managed. People were asked for their opinions about the quality of their care and support. People were comfortable about contacting the office with any queries if necessary and were confident about receiving a polite and timely response.

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. The last rating for the service under the previous provider was Good, published on 3 July 2019.

Why we inspected

This was a planned inspection following registration to rate the service.

Follow-up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.