We carried out an inspection of Majestic Care North West Ltd on 27 and 28 July 2016. Majestic Care is registered to provide personal care. The agency provides domiciliary care services for adults in the Burnley and Pendle area. The range of services provided includes personal care, domestic support, meal preparation and shopping. The agency office is located in the centre of Burnley and is staffed during the hours of 9:00 am to 5:00 pm.
The service was managed by a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
At our last inspection on 23 July 2014, the provider was compliant will all of the standards that were reviewed at the time.
During this inspection we found the provider was in breach of four regulations of the Health and Social Care Act (Regulated Activities) Regulations 2014. The breaches related to systems for checking and improving the service, staff recruitment checks, staff training and complaints processes. You can see what action we told the provider to take at the back of the full version of this report.
We have also made recommendations about ensuring risks to people’s individual well-being and safety are properly considered and improving practices on safely supporting people with their medicines.
People we spoke with told us they were satisfied with the service provided by Majestic Care, their comments included, “It’s a very good service, “It’s alright” and “I am quite happy with things.”
People we spoke with indicated they felt safe with the service. Staff spoken with were aware of the signs and indicators of abuse. They knew what to do if they had any concerns and were confident in reporting matters. We found safeguarding matters were not been properly recorded and managed, however the registered manger took steps to make improvements.
Arrangements were in place to maintain staffing levels to make sure people received their agreed care and support.
We found the service was working within the principles of the MCA (Mental Capacity Act 2005).
Processes were in place to support and encourage people to make their own decisions and choices. However some staff were not aware of the MCA and had not had training on this topic.
People made positive comments about the staff team including their caring approach and attitude. They told us, “They are caring and really helpful” and “They are friendly, I have made friends with them.”
Staff expressed a practical awareness of responding to people as individuals and promoting their rights, privacy and choices.
People spoken with appreciated the support provided by staff. We received the following comments, “They are very helpful, they do what they have to do” and “They always ask if I am satisfied with what they do.”
Arrangements were in place to gather information on people’s backgrounds, their needs and abilities, before they used the service. People had an awareness of their care plans and said they had been involved with them and reviews.
Processes were in place to monitor and respond to people’s health care needs. Staff spoken with described the action they would take if someone was not well, or if they needed medical attention. People were supported as appropriate with food and drink.
There was written information for people who used the service. This provided details on the service’s contact details, aims and objectives, the range of services available and compliments and complaints procedures.
We found there were management and leadership arrangements in place to support the day to day running of the service. Staff indicated the management team were supportive and approachable.