We carried out a review of the data available to us about Civic Offices on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Civic Offices, you can give feedback on this service.
MK Care and Response (Homecare) provides personal care to people across Milton Keynes, to promote independence and supports people to live in their own homes. This support was provided 24 hours a day; seven days a week and included a night care service and a day care service. At the time of our inspection there were 97 people 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
The provider was exceptional at responding to the changing needs of people using the service and were quick to adapt the service to ensure they could fully meet people’s needs. For example, where people had specific health needs, staff received specialist training to support them so they could continue to stay in their own homes and achieve their goals and aspirations.
The provider had been proactive by introducing various strategies to ensure they could support people living with dementia to continue living in their own homes. For example, the provider was able to support people living with dementia to access day services. This enabled a joined-up approach and meant people could receive their care and support at the day service.
Seven senior staff had achieved the Qualifications and Credit Framework (QCF) level 3 qualification in Dementia awareness. They used the skills developed from the qualification to support people living with dementia. They worked in partnership with Dementia Friends and Age UK to ensure they were meeting people’s physical and wellbeing needs.
The provider ensured that people had all the information they needed in relation to the Accessible Information Standard (AIS) and made sure they understood their rights. People’s communication needs had been thoroughly assessed and extra support provided where needed.
There was some dissatisfaction raised about the lack of consistency of staff attending care calls. During the pandemic and after there had been difficulties experienced with staff leaving or having to self-isolate. The provider had acted swiftly in response and had introduced numerous incentives to attract new staff, which had recently resulted in a successful recruitment drive. People told us that the lack of consistency had not impacted upon their care.
People receiving care and support felt it was delivered safely by staff who respected them and their homes. Risks to people's safety were assessed and strategies were put in place to reduce any risks. People were empowered to take positive risks, to ensure they had greater choice and control of their lives.
People received care in their own homes from staff whose suitability was established through thorough recruitment processes. People received their medicines safely and staff followed appropriate hygiene practices. The provider was committed to the training and development of staff. People benefited from the provider's approach to partnership working with other organisations and its approach to technology.
People were supported to remain healthy and access healthcare services when required. People chose what they ate, and staff supported people to eat and drink enough to ensure their dietary needs were met. People were encouraged to make decisions about their care and to be as independent as possible. Staff maintained people's dignity when providing personal care.
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.
The registered manager demonstrated a good understanding of the importance of effective governance processes. There was a robust quality monitoring system to enable checks of the service provided to people and to ensure they were able to express their views so improvements could be made.
There was strong leadership and staff were proud to work for the service and felt valued for their work. A positive culture was demonstrated by the attitudes of staff and management when we talked with them about how they supported people.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
This service was registered with us on 14 November 2019 and this is the first inspection. The last rating for the service at the previous premises was Good, published on 21 March 2018.
Why we inspected
This was a planned inspection following registration.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Cripps Lodge 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.