Background to this inspection
Updated
11 February 2020
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 Care Act 2014.
Inspection team
The inspection was carried out by one inspector and an ‘Expert 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.
The service had a manager registered with the Care Quality Commission. 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.
Notice of inspection
We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure that the provider and manager would be in the office to support the inspection.
Inspection activity started on 13 January and ended on 16 January 2020. We visited the office location on 13 January 2020 and made telephone calls to people and relatives on 14 and 16 January 2020.
What we did before the 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. The provider was also asked to complete a provider information return prior to this inspection. This gives some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and used all of this information to plan our inspection.
During the inspection
We spoke with six people who were receiving care and four relatives about their experience of the care provided. We spoke with four members of staff as well as the registered manager and quality assurance officer.
We reviewed a range of records during the inspection. We checked five care records of people who were receiving personal care, four staff personnel files and other records relating to the management of the service including policies and procedures and quality assurance processes.
Updated
11 February 2020
Medacs Healthcare is a domiciliary care agency providing personal care to 48 people in the Poynton area of Stockport. Not everyone who used the service received personal care. The Care Quality Commission (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 were appropriately and effectively assessed from the outset. The care and support people received was tailored around their support needs and was regularly reviewed.
People’s level of risk was determined, and support measures were put in place to ensure people received the most appropriate level of care.
Safeguarding and whistleblowing procedures were in place. Staff received training in this area of care and understood the importance of keeping people safe. The provider submitted all necessary safeguarding incidents to the Local Authority and CQC accordingly.
People received safe medication support. Care records indicated the level of support people required and how medication support needed to be provided. Medication audits were regularly completed, and staff received the necessary training.
Staff told us they received daily support from the registered manager; one to one supervision and appraisals were scheduled and completed. Safe recruitment procedures were in place. People received support from staff who had been appropriately and safely recruited.
Staffing levels were monitored. Staff told us there were enough staff to provide the level of care people needed. A quality monitoring telephone meeting was scheduled on a weekly basis; the registered and senior managers discussed areas such as staffing levels, vacancies and recruitment.
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.
Care records contained specific detail about the people who were receiving support. Staff also told us that they were able to provide care and support to people they had developed relationships with and knew their likes, wishes and preferences.
There was an up to date complaints policy in place. People and their relatives were provided with a ‘Service User’ guide which contained information about the complaint procedure and how complaints would be responded to and managed.
People and staff were encouraged to share their views and suggestions in relation to the provision of care provided. ‘Monitoring’ visits were scheduled, quality questionnaires were circulated and regular team (patch) meetings were arranged.
Effective governance systems were in place. The registered manager maintained a good level of oversight in relation to the quality and safety of care being provided. New digital quality performance systems enabled the registered manager to review and analyse the quality of care people received as well as establishing areas of strength and improvement.
Rating at last inspection
This service was registered with us on 21 January 2019 and this is the first inspection.
Why we inspected
This was a planned inspection based on CQC’s inspection schedule.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.