Archived: Medic 2 UK Limited - Romford

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

Medic 2 UK Limited is a domiciliary care service that provides support, including personal care, to people in their own homes. At the time of our visit they were providing personal care to 25 people however 11 of them were not receiving personal care as they were admitted to hospital.

People felt safe using the service and when staff were in their homes. Staff received training to raise awareness of how to recognise signs of potential abuse and poor practice and what actions they would need to take. Staff were confident in their knowledge and understanding of abuse.

There were safeguarding policies and procedures in place. We have made a recommendation about the safeguarding policies and procedures.

The registered manager had individual risk assessments completed to ensure both people and staff were protected from the risk of harm.

The service had a recruitment process to ensure suitable staff were recruited. New staff underwent an induction programme and shadowed experienced staff, until they were competent to work on their own. Staff supervision and appraisal sessions were regularly completed to reflect on good practice and to discuss areas of improvement. This enabled staff to carry out their duties effectively. Staff training was on-going and staff could access training whenever it was required.

People received continuity of care and support from regular members of staff.

There were systems in place to ensure, where staff helped people to take their medicines these were done safely.

There were policies and procedures to guide staff in relation to the Mental Capacity Act 2005 and Deprivation of Liberty Safeguards (DoLS). The registered manager understood what their responsibilities were for ensuring decisions were made in people's best interests. People were supported to make their own decisions and choices.

People were satisfied with the service they received. They felt staff had the right skills and experience to meet their needs. Staff were kind and caring in their approach and knew people and their support needs.

People and/or their family were encouraged to be involved in the planning and review of individual care and support needs. Care plans contained information about people’s needs, wishes and preferences. Regular reviews were completed to ensure that the needs of people were met.

People’s nutritional needs were noted and they were supported to maintain good health.

Relevant information was given to people who used the service, such as the information pack, which included an outline of the services on offer.

People, their representatives and staff told us the management were approachable and supportive.

People and their relatives felt staff and management listened to people's concerns and acted upon them. They knew how to raise a complaint and to whom.

The registered provider had an effective quality assurance system to ensure that all aspects of service provision were regularly reviewed and maintained to a good standard. The service worked with the wider community to ensure people received the support they needed.

Is the service safe?

Is the service effective?

Is the service caring?

Is the service responsive?

Is the service well-led?

This is a summary of what we found-

Is the service safe?

The provider had systems in place to respond appropriately to allegations of abuse. Our conversation with the manager and other staff showed that they understood what constituted abuse and the procedure that needed to be followed if they had concerns or suspicions that people were being abused. People who we spoke with told us they were happy and felt safe with the staff that had visited them.

Is the service effective?

People's needs were assessed and care and treatment was planned and delivered in line with their individual care plan. They contained detailed information setting out exactly how each person should be supported to ensure that their needs were met.

Is the service caring?

People who used this service were able to make choices with regard to their daily lives. Staff helped them in the way that they preferred and they had their wishes, privacy, dignity and independence respected.

Is the service responsive?

There was an effective complaints system available. Comments and complaints people made were responded to appropriately. People we spoke with told us that if they were not happy about something they would speak with the manager.

Is the service well-led?

People were complimentary about the staff that supported them. People we spoke with said the manager and staff were friendly and helpful. Staff received appropriate professional development. All staff had completed training in a number of key areas to ensure they were competent to do their job.

We examined the care records of four people who used the service. The service had assessed people's individual needs and planned and delivered their care and support effectively. People were given choice about how they received assistance. One person said "I am always involved in choosing my dinners."

The provider had taken reasonable steps to identify the possibility of abuse and prevent it from happening. All staff had received training in recognising the signs of abuse and neglect and knew how to appropriately report any concerns. People spoken with said they felt safe and that the staff were well trained.

Staff told us that they enjoyed working for the organisation and commented that they were "very well supported" by the manager and the office staff.

The provider had a system in place to regularly assess and monitor the quality of the service which included obtaining feedback from people who used the service.