Meridian Health and Social Care - Leicester

Updated 22 February 2023

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 Health and Social Care Act 2008.

Inspection team

This inspection was carried out by 1 inspector and 2 Experts by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

Registered Manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

At the time of our inspection there was a manager registered with the service, however they had recently left their position in the company. A new manager had been employed, who was going through the registration process.

Notice of inspection

This inspection was announced.

We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 23 January 2023. We visited the location’s office on 23January 2023 and made calls to people using the service on 24 January 2023.

What we did before inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

During the inspection we looked at multiple records including 5 people’s care plans, risk assessments, staff recruitment files, and policies. We spoke with 23 people who used the service via phone, and 5 relatives of people who used the service. We also spoke with 5 staff members, the manager, the operations manager, and an administrator.

Updated 22 February 2023

About the service

Meridian Health and Social Care – Leicester is a domiciliary care service providing personal care to people in their own homes. At the time of our inspection there were 61 people using the service.

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

People told us that care calls were not always on time, and staffing was not always consistent. The systems in place to monitor care calls were not always effective and did not always display accurate information. New management were in place within the service and people told us that things were improving.

People were safely supported within the service. Systems and processes were in place to support people’s safety. Recruitment procedures ensured that people were only supported by staff who were suitable to do so.

People received the support they required with their medicines. Staff worked consistently within the providers policy and procedure for infection prevention and control.

People had their needs assessed and reviewed as required. People’s health care needs were documented, and staff knew when to liaise with health care professionals as required. Staff had the experience, knowledge and training to meet people’s needs.

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.

Feedback we received told us that people were supported with respect and dignity, they had their independence promoted, and were able to develop good relationships with staff members.

Complaints procedures were in place and staff told people how to use them. The providers systems and processes monitored the quality of the service being provided. People’s views and were sought through surveys, which were analysed and used to identify where improvements were needed.

The management team ensured that checks and audits were in place and used effectively to drive improvements. Staff were supported through ongoing monitoring and good communication. Information was shared with staff to support in the delivery of good quality care.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

This service was registered with us on 12 October 2020 and this is the first inspection.

Why we inspected

The inspection was prompted in part due to concerns received about staffing levels, and missed and late care calls. A decision was made for us to inspect and examine those risks.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.