MyLife (Kent)

Updated 30 June 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 team consisted of two inspectors 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.

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

This inspection was unannounced. Inspection activity started on 16 May 2022 and ended on 24 May 2022. We visited the location’s office 16 May 2022 and 20 May 2022.

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. 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. We used all this information to plan our inspection.

During the inspection

We spoke with four people who used the service and nine family members about their experience of the care provided. We spoke to 11 staff including the registered manager, regional manager, office staff and care workers. We reviewed records. This included all or part of 12 people’s care records and medication records. We looked at staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.

Updated 30 June 2022

About the service

MyLife (Kent) is a domiciliary care agency providing personal care to people living in their own homes. At the time of the inspection around 120 people were receiving a regulated activity. The service is also registered to support people with Community healthcare. However, they were not providing this support at the time of the inspection. The service is registered to provide support to the whole population, meaning people of all ages. A wide range of people accessed the service including older people and younger adults. 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 and their relatives were positive about the support they received from staff. Comments included, “One of the best agencies and I wouldn’t change from them.” And, “This is an excellent agency. [My relative] is really safe in their hands.”

However, some people and staff told us they were not always informed when care visits were late or moved. This was an area for improvement. Staff told us they were not always informed when changes to the rota was made. This is an area for improvement.

People were protected from the risk of abuse. Staff knew how to identify, and report concerns, and action was taken if concerns arose. Risks to people’s health and well-being were assessed and there was guidance for staff on how to support people safely.

People received their medicines as prescribed and were supported by staff who were trained in medicines administration. There were no missed calls and people received their care as planned. There were a small number of late calls, however action was being taken to address this. Staff were recruited safely.

Incidents were reported, and action was taken to reduce the risk of re-occurrence. Staff had access to PPE and people and their relatives told us they wore this as appropriate.

People received support individualised to their needs. People were supported to access healthcare services where this support was needed. 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. For example, staff knew to offer people choices.

People and their relatives told us staff were kind and caring. People’s dignity and privacy were protected. People were encouraged to be independent as much as possible. People were supported to express their views and input into their care planning. Where people had needs relating to equality and diversity these were supported.

Support provided to people was individualised. If people have complained their complaints had been addressed. No one at the service was at the end of their life. Some end of life care plans were in place. There were plans in place to speak to other people about their end of life preferences.

The service worked in partnership with other agencies to provide support to people. Checks on the quality of the service were in place. People and staff were invited to provide feedback about the service. The registered manager was aware of their legal responsibilities. For example, notifications about significant events were submitted to CQC as required.

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

Rating at last inspection

The last rating for this service was Good (published 27 April 2020).

Why we inspected

We undertook this inspection as part of a random selection of services rated Good and Outstanding.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for MyLife (Kent) on our website at www.cqc.org.uk.

Follow up

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