- Homecare service
Mercy & Clara Healthcare Ltd
Assessment report published 17 August 2025
Contents
Ratings
Our view of the service
Date of Assessment: 29 to April to 18 June 2025. The service is a care at home agency. It provides personal care for adults living in their own homes. At the time of our inspection, the provider was providing personal care to one person. Staff understood and managed risks in practice. However, risks to people were not always fully assessed, and risk assessments were not consistently completed or detailed. Medicines were not always managed safely, and staff did not always follow national best practice guidance in relation to medicines administration and recording.
There were enough staff with the right skills, knowledge and experience to meet people’s needs. People were involved in assessments of their needs, and staff worked collaboratively with external professionals to support consistent care. However, care records were not always updated. This meant staff did not always have access to the most current and accurate information to guide them in meeting people’s health and care needs.
The provider’s governance systems were not effective in identifying or addressing the areas for improvement we found during this inspection. The systems for checking the quality of care needed more work to make sure people were receiving safe and effective support. Despite these concerns, people were treated with kindness and compassion. Staff promoted people’s privacy, dignity and independence. They responded to people in a timely and respectful way and were knowledgeable about people’s preferences.
Staff felt supported by the management team and told us they were encouraged to share ideas for improving the service. Management and staff shared a clear vision and positive culture based on trust, learning and continuous improvement. Leaders were visible, approachable, and committed to supporting staff development.
People's experience of this service
People and those important to them spoke positively about the quality of care provided. People told us they felt safe and supported. The person's relative spoke very positively about the care and support their family member received. They praised the staff for being supportive, compassionate, and skilled, highlighting their patience and engagement during care. Feedback confirmed the person, and their relatives felt safe with their care and staff had a good understanding of their needs. A relative said, “[Name] is very happy with his support, the staff know him well and treat him well. We do not have to worry about his care as he gets regular staff who know him.” People and their relatives were involved in assessments of their needs and were encouraged to give feedback. People’s relative had confidence in the management team and praised the culture of the service. Comments included, “They are open and honest, and if there are any issues, they let us know” and “We are very happy to have them, and I would recommend them to anybody.” People and their relatives had contact details of the office and out of hours service and were confident the management team would respond to any issues raised with them.