26 June 2023
During a routine inspection
CMichaels Healthcare is a domiciliary care agency registered to provide personal care to people living 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 the inspection the service supported 39 people.
People’s experience of using this service and what we found
Staff did not always have access to information to enable them to support people safely in certain circumstances. People told us that the manager was committed to good care and that staff followed guidance from families and care plans. The provider had safeguarding systems in place and staff were well-informed in how to keep people safe.
Staff were knowledgeable about infection prevention and control (IPC) and the use of personal protective equipment.
People and their relatives were given the opportunity to be involved in the assessment of needs and preferences for services provided to them. Staff received induction training. Staff supported people to prepare meals and to eat and drink. People were supported by staff to book and attend medical appointments. People received support in keeping with the principles of the Mental Capacity Act 2005 (MCA).
People had positive experiences of how they were treated and supported. People’s privacy and dignity is respected.
People and their relatives told us some staff lacked the English language skills to understand regional dialects in the United Kingdom.
The registered manager usually had oversight of the service. There a a few instances highlighted within this report of where oversight was lacking. The registered manager was open and honest with people when things went wrong.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection:
Rating at last inspection and update:
The last rating for this service was Inadequate (published 07 March 2023).
This service has been in Special Measures since 07 March 2023. During this inspection the provider demonstrated that improvements have been made. The service is no longer rated as inadequate overall or in any of the key questions. Therefore, this service is no longer in Special Measures.
At our last inspection we recommended that the provider updates care plans with more detail and improve systems when recruiting staff. At this inspection we found significant improvement had been made, however further work is required.
The overall rating for the service has changed from Inadequate to Requires Improvement based on the findings of this inspection.
Why we inspected
This inspection was carried out to follow up on action we told the provider to take at the last inspection.
We have found evidence that the provider needs to make improvements. Please see the Well Led section of this full report.
You can see what action we have asked the provider to take at the end of this full report.
Enforcement and Recommendations
We identified a breach in relation to assessment of risks and needs at this inspection.
Please see the action we have told the provider to take at the end of this report.
Full information about CQC’s regulatory response to the more serious concerns found during inspections is added to reports after any representations and appeals have been concluded.
Follow up
We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will continue to monitor information we receive about the service, which will help inform when we next inspect.