The Care Quality Commission
  • Services in your home
  • Homecare service

Archived: MiHomecare - Hersham

Image House, Walton On Thames, Surrey, KT12 3PD (01932) 899800

Provided and run by:
MiHomecare Limited

All Inspections

27 September 2013

During a routine inspection

There were approximately 260 people using the service at the time of our inspection. We spoke with 26 people who used the service and ten relatives by telephone.

People who used the service told us that they were happy with the service they received from the agency and spoke highly of the care provided by their support workers. They said that staff were hard working, helpful and professional.

People told us that they received their care from staff who were familiar to them, which they said was important. They said that their support workers knew their preferences about their care and were willing to be flexible to provide the support they needed.

Relatives told us that support workers knew their family members' needs well and respected their preferences about their care. They said that support workers communicated well with them and kept them informed about any events that affected their family member.

We saw evidence that the provider carried out appropriate pre-employment checks on all support workers before they started work.

We found that staff received the induction and training they needed to do their jobs.

We found that the provider had developed an effective system to monitor the quality of service that people received, which included seeking the views of people who used the service.

We saw evidence that people were made aware of the complaints procedure and that any concerns raised received an appropriate response from the provider.

24 October 2012

During a routine inspection

We carried out telephone interviews with ten people who used this service. People told us that in the main they were treated with dignity and respect by staff. They told us staff generally arrived on time, or the agency called them if they were going to be very late. None of the people we spoke to had ever had a missed call from this agency.

Most people were aware of their care plan and eight out of the ten people we spoke to said staff always followed their care plan.

People said they felt safe in the hands of staff from this agency though we received some comments about communication difficulties because, for many staff, English was not their first language. We also received some comments about the number of different staff that were used.

The majority of the people we spoke to said that the quality of the care being provided was of an acceptable standard and some complimented their care staff, for example describing them as 'Good and decent' and 'Very respectful.'

31 August 2011

During an inspection in response to concerns

People who use the service and their relatives were all were pleased with the level of care that was being provided. They confirmed the care they received respected their privacy and dignity. People said that the communication with staff had become easier and the staffs English was now much improved.

People said that they often were asked about the care they receive, either during a review of their care, a telephone conversation or by receiving a questionnaire. People were pleased with the service they receive and said that most of the time they now have the same staff. People believed the staff had sufficient knowledge and skills to deliver the care they needed.

17, 28 February 2011

During a routine inspection

People who use the service and relatives told us they were involved in decisions about their care and support. They can make changes to their support when they need to or at the regular care reviews. Everyone agreed they are well supported and are happy with the care staff provides.

With privacy and dignity being respected, it was reported that staff are always very patient and encourage people to do what they can for themselves. Staff offer plenty of opportunities for people to make choices about the support they receive each day.

People told us that when complaints are made they are taken seriously and acted upon straight away. Staff assist people to take their medication however concerns were raised by relatives regarding staff not always ensuring medication is taken before they leave, although it has been recorded as taken and signed for.

Concerns were also raised about staff continually changing. Some people stated it was stressful having different staff caring for them. They believed this is because there is shortage of staff at times. A number of people were also concerned that there is problem understanding and/or communicating with some staff because the staff first language is not English.