About the service
Mears Care - St Neots is a domiciliary care agency providing personal care to people 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 inspection, the service was supporting 89 people, 62 of which were being supported with personal care.
People’s experience of using this service and what we found
People told us that staff went the extra mile to ensure they had everything they needed. One person said, ‘‘[Staff] asked me what I wanted, what I needed, anything else they can help with.” People told us they felt supported by the staff and the management team. Staff understood the importance of promoting choice and personalised care. Staff were dedicated to ensuring people felt supported and remained as independent as possible.
Governance processes were in place, Staff understood their roles and responsibilities. The registered manager continually improved the service using action plans from regular auditing, feedback from surveys, compliments and complaints. People told us they felt supported to have a voice. One relative said, “[Provider] seems well organised and we have a good communication chain.
Staff understood the importance of promoting choice and personalised care. People were given maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests. Staff received training to ensure they were competent in providing and meeting people’s needs. People told us their needs and preferences had been assessed before care was provided and reviews took place regularly. People told us they felt listened to and confirmed they received their support at a time convenient for them.
The registered manager ensured people received care from consistent staff which supported the development of positive relationships. People knew which staff to expect for their care visit and told us they were supported to maintain and develop their interests. People were provided with information on how to raise a concern or complaint. People told us they had no complaints but knew who to contact should they need too. People and relatives told us communication with staff and the registered manager was excellent. People told us they were extremely happy with the care and services provided.
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 02 April 2020 and this is the first inspection..
Why we inspected
This was a planned inspection based on the date of registration.
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.