Archived: MNA Home Care Services Ltd - Hounslow

Updated 2 August 2016

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection took place on 19 July 2016 and was announced.

The provider was given 24 hours’ notice because the location provides a domiciliary care service and we needed to be sure that someone would be in.

The inspection was carried out by a single inspector. An expert by experience carried out telephone interviews with people and their relatives. An expert by experience is a person who has personal experience of using or caring for someone who uses this type of care service. The expert on this inspection had personal experience of caring for a family member who used domiciliary care services.

Before the inspection, the provider completed a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. We reviewed the information we held about the service, including notifications we had received from the provider informing us of significant events that occurred at the service.

During the inspection we looked at the care records of five people who used the service, four staff files and a range of records relating to the management of the service. We met with the provider, the registered manager, a care coordinator, two administrative staff and two care workers.

Following the inspection, we telephoned seven people who used the service and two relatives of other people to obtain feedback about their experiences of using the service. We emailed five social care professionals and one healthcare professional to obtain their feedback about the service, and four of these people replied to our request for feedback.

Updated 2 August 2016

This inspection took place on 19 July 2016 and was announced.

We gave the provider 24 hours’ notice because the location provides a domiciliary care service and we needed to be sure someone would be available.

The service had recently been registered with the Care Quality Commission (CQC) and had not been inspected before.

MNA Home Care Services Limited (Hounslow) is a domiciliary care agency which provides personal care for people in their own homes. At the time of our inspection, there were 57 people using the service. Most people who used the service were receiving funding from Hounslow local authority, and a few people were funded by Surrey County Council.

Some people who received a service were older people and included those with physical frailty or memory loss due to the progression of age, whilst others were living with the experience of dementia or had mental health needs. A few people receiving a service had a learning disability. The frequency of visits varied from one to four visits per day depending on people's individual needs.

There was a registered manager in post at the time of our inspection. 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.

The risks to people's wellbeing and safety had been assessed, and there were detailed plans in place for all the risks identified.

There were procedures for safeguarding adults and the care workers were aware of these. Care workers knew how to respond to any medical emergencies or significant changes in a person's wellbeing.

Feedback from people and their relatives was positive. Most people said they had regular care workers visiting which enabled them to build a rapport and get to know them.

People's needs were assessed by the local authority prior to receiving a service and support plans were developed from the assessments. People had taken part in the planning of their care and received regular visits from the visiting officers and the registered manager.

People we spoke with and their relatives said that they were happy with the level of care they were receiving from the service.

The registered manager was aware of their responsibilities in line with the requirements of the

Mental Capacity Act (MCA) 2005 and told us that all staff had received training in this. Records showed that people had consented to their care and support and had their capacity assessed prior to receiving a service from MNA Home Care Services Limited (Hounslow). Nobody was being deprived of their liberty unlawfully as Deprivation of Liberty applications had been made as required.

There were systems in place to ensure that people received their medicines safely and the care workers had received training in the management of medicines.

The service employed enough staff to meet people's needs safely and had contingency plans in place in the event of staff absence. Recruitment checks were in place to obtain information about new staff before they supported people unsupervised.

People's health and nutritional needs had been assessed, recorded and were being monitored.

Care workers received an induction and shadowing period before delivering care and support to people. They received the training and support they needed to care for people.

There was a complaints procedure in place which the provider followed. This was available in different languages. People felt confident that if they raised a complaint, they would be listened to and their concerns addressed.

There were systems in place to monitor and assess the quality and effectiveness of the service, and the provider ensured that areas for improvement were identified and addressed.

People, staff and relatives told us that the registered manager and senior team were approachable and supportive. There was a clear management structure, and they encouraged an open and transparent culture within the service. People and staff were supported to raise concerns and make suggestions about where improvements could be made.