Background to this inspection
Updated
3 September 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.
As part of this inspection we looked at the infection control and prevention measures in place. This was
conducted so we can understand the preparedness of the service in preventing or managing an infection
outbreak, and to identify good practice we can share with other services.
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 houses and
flats.
The service had a manager registered with the Care Quality Commission (CQC). A registered manager 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.
What we did before the inspection
We reviewed information we had received about the service since they registered with CQC. We sought
feedback from the local authority and professionals who work with the service.
The provider was not asked to complete a provider information return prior to this inspection. This is
information we require providers to send us to give some key information about the service, what the service
does well and improvements they plan to make. We took this into account when we inspected the service
and made the judgements in this report.
We used all of this information to plan our inspection.
During the inspection
We spoke on the telephone with two people who used the service and two relatives about their experience of the care provided. We also received written feedback from three relatives of people who used the service. We spoke with five members of staff, including the registered manager and care workers.
We reviewed a range of records. This included five people's care records and some medication 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 audits, training records, staffing rotas, policies and procedures
were reviewed.
After the inspection
We continued to seek clarification from the provider to validate evidence found. The manager updated us on how they would make the changes identified from our inspection.
Updated
3 September 2021
About the service
Goodness & Mercy Healthcare Limited is a domiciliary care agency providing personal care to people who live in their own home. At the time of inspection, they were providing care to five people, which included older people and people with medical conditions affecting their mobility.
People’s experience of using this service and what we found
The provider had a safeguarding policy in place, which detailed actions to help keep people safe in the event of concern to their safety or wellbeing. People told us they felt safe with the care provided. There were enough staff in place to safely deliver care to people. The registered manager would cover calls as a backup or to support new staff.
Staff received training and support in their role including shadowing the registered manager or experienced staff. Staff new to care did not receive training in line with The Care Certificate, we advised the registered manager of this and they put it in place during the inspection. People and relatives were positive about staff. People's needs were assessed prior to care commencing. Staff we spoke to had a good understanding of the Mental Capacity Act 2005.
People told us that staff were kind, caring and friendly. We found that staff knew people well and respected their preferences. People told us that staff have time to listen to them and answer their questions. People told us that staff promoted their dignity whilst helping with their personal care.
The registered manager had ensured that care plans were reviewed regularly and involved people and their relatives. This included details around people’s medical needs, preferences and risks. The reviewed care plans were reflective of people’s needs. People and their relatives told us they felt they could make a complaint or raise issues if they had to. The service was providing good end of life care and involved people in the planning and choice of how this was delivered by staff.
The registered manager worked closely with people and staff to create a friendly, open and comfortable atmosphere in the service. Staff felt supported to deliver high quality care that led to good outcomes for people. Staff were clear about their roles, the risks people had and how to report issues. Staff felt engaged and involved. The registered manager regularly reviewed the quality of care with people and their relatives.
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 1 April 2020 and this was the first inspection.
Why we inspected
This was a planned inspection as the service had not previously been inspected.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.