Multicare Services - Maylands Building Also known as Maylands Building

Multicare Service Maylands Building is a domiciliary care agency providing personal care to older people, some of whom may be living with dementia. At the time if our inspection there were 10 people using the service.

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 did not have robust processes in audit, risk assessments or incident management to ensure safe oversight and governance of the service.

The provider did not have robust safeguarding processes. They had not always ensured staff were safely recruited; we have made a recommendation relating to this. Staff did not always have all the information relating to risks to people. There were enough staff and PPE was used as required.

We received positive feedback about staff from the majority of people and relatives we spoke with. A relative told us, “[Staff] is great at interacting with [person]; listens to their old stories, they repeat them but [staff] remains interested.” However, there was room for improvement with promoting people’s independence; we have made a recommendation related to this.

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.

People were supported by staff who received an induction and training to meet their needs. Staff ensured people had support with meals and drinks and accessing other services.

People were given information on how to complain and feedback was sought frequently via telephone.

Staff described a positive culture within the service and felt well supported by the registered manager; none of them had any concerns.

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 June 2021 and this is the first inspection.

Why we inspected

This inspection was prompted by a review of the information we held about this service.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Multicare Services – Maylands Building on our website at www.cqc.org.uk.

Enforcement and Recommendations

We have identified breaches in relation to safeguarding and governance and made recommendations relating to recruitment, supporting people with when required medicines and another to support people with their independence.

Please see the action we have told the provider to take at the end of this report.

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.