Archived: Abbey Mortimer Care Services

Updated 14 July 2021

The inspection

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

The 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 houses and flats.

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 May 2021 and ended on 14 June 2021. We visited the office location on 26 May 2021.

What we did before the inspection

We reviewed information we had received about the service. The provider was in the process of completing the provider information return, so it was not available during the inspection. 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.

During the inspection

We spoke with two people and two relatives about their experience of the care provided. We spoke with five members of staff including the registered manager, care coordinator and three care staff. A professional also provided their view of the contact they had had with the service.

We reviewed a range of records. This included two people’s care records and medicine records. We looked at two staff files in relation to recruitment and staff support. 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 provider to validate evidence found. Information was provided as requested.

Updated 14 July 2021

About the service

Abbey Mortimer Care Service is a domiciliary care service providing personal care to people in their own homes. The service was supporting nine people, but only seven with personal care, at the time of the inspection.

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

The provider did not have robust processes in place for the oversight of the service. They did not always follow good practice guidance in relation to staffing and recruitment during the pandemic or complete audits of the quality of the service provided.

There were not enough staff to support people with their care arrangements as some people had been left without a call and staff shortages meant calls could not always be covered. Recruitment of more care staff for the service was underway. Staff induction, training and supervision was not robust or consistent.

People’s medicines were managed effectively day to day. However, audits of the medicine administration records were not always undertaken to ensure people were getting their medicines as prescribed.

The provider’s infection prevention and control policy and procedure were not up to date in relation to COVID-19 and the pandemic. Staff had enough personal protective equipment and had received training in how to use it.

Risks to people’s health and wellbeing had been assessed and recorded. Environmental risks to people and staff had been completed. People were supported to eat and drink enough to maintain a balanced diet. Meals and drinks of their choice were prepared for them.

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 caring and kind. Staff knew them very well and were respectful of their homes and families.

Arrangements were in place for services to work together. People were supported to live independent lives and have access to healthcare support.

Staff had access to clear information about people's needs and wishes, which were written in a respectful way People had been involved in their care arrangements.

People’s end of life care wishes were discussed with them as appropriate.

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 17 December 2019 and this is the first inspection.

Why we inspected

This was a planned inspection.

We have found evidence that the provider needs to make improvements. Please see the Safe and Well led section of this full report.

Enforcement

We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection. We will continue to discharge our regulatory enforcement functions required to keep people safe and to hold providers to account where it is necessary for us to do so.

We have identified breaches in relation to staffing and good governance of the service at this inspection.

Please see the action we have told the provider to take at the end of this report.

Follow up

We will request an action plan for the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider to put this in place and monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.