13 February 2020
During a routine inspection
Mediline Home Care Derby City Branch is a domiciliary care agency registered to provide personal and nursing care to people in their own homes. Not everyone who used the service received personal care. The Care Quality Commission (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. There were 194 people receiving personal care at the time of the inspection.
People’s experience of using this service and what we found:
People were protected from the risk of harm by staff who understood how to recognise and respond to concerns.
Staff told us they had received training in a range of areas to support them in their roles. Recruitment procedures ensured prospective staff were suitable to care for people receiving personal care in their own homes.
Risk assessments were in place, providing guidance for staff in how to mitigate risks and keep people safe from harm. People's medicines were administered as prescribed. People were protected from the risk of
infection.
The management team reviewed incidents and learning, any learning was shared with the staff team.
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 felt staff treated them with respect and were kind and caring towards them. Staff understood the importance of respecting people's privacy and promoted their dignity and independence.
People and or their relatives were involved in the planning of care. This was kept under review and updated as and when needed.
The provider's complaints policy and procedure was accessible to people who used the service and their representatives. People knew how to make a complaint and felt their concerns would be listened to and addressed.
The provider had systems in place to monitor the quality of the service to enable the management team to implement improvements when required. Staff felt supported by the management team.
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 September 2017).
Why we inspected:
This was a planned inspection based on the previous rating.
Follow up:
We will continue to monitor the service to ensure that people receive safe, compassionate, high quality care. Further inspections will be planned for future dates.