Master Quality Health Care Services

Updated 6 October 2022

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

The inspection was carried out by one inspector.

Service and service type

Master Quality Health Care Services is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

Registered Manager

This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. 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.

At the time of our inspection there was a registered manager in post.

Notice of inspection

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 25 August. We visited the office location on 25 August. We contacted people and reviewed documents on 26 August 2022.

What we did before the inspection

We reviewed all the information we had received about this service since its registration with us in 2021. 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

We spoke with one relative about their experience of the care provided. We spoke with the registered manager and a member of care staff. We reviewed a range of records. This included three people's care records. We looked at three staff files in relation to recruitment. We also looked at a variety of records relating to the management of the service. Following the inspection, we looked at quality assurance records, audits and policies and procedures.

Updated 6 October 2022

About the service

Master Quality Health Care Services is a domiciliary care agency and provides personal care to people living in their own homes. At the time of our inspection there were five person receiving personal care.

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

Risks were not always assessed, identified or updated and risk management plans were not always in place to manage risks safely. Quality assurance and monitoring systems were often not effective.

We have made a recommendation about documentation of medicines.

People were safe and protected from avoidable harm because management and care staff knew how to identify and report any concerns relating to the risk of abuse. People were supported by care staff who had been safely recruited. Recruitment processes were robust and there were enough staff working at the service to support people safely. Staff received inductions before starting work, so they knew what to do when they started working with people.

Care staff received training in infection control practices and personal protective equipment was provided for them. The management team took appropriate action following any incidents and learning was shared with the team.

Care plans were person centred but required more detail. Staff knew how people liked to be cared for and supported. People's communication needs were met. People were supported with their health care needs and staff communicated with each other to ensure people received effective care.

People and relatives told us staff were caring and they treated people with respect. Staff understood how to support people in a way that promoted their privacy, independence and dignity. The service sought to meet people's needs in relation to equality and diversity.

Systems were in place for dealing with complaints. People and staff told us there was an open and positive culture at the service. People were supported to express their views. The provider was aware of their legal obligations and worked with other agencies to develop best practice and share knowledge.

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 2 July 2021 and this is the first inspection.

Why we inspected

This inspection was prompted by a review of the information we held about this service.

Follow up

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