The Care Quality Commission

Archived: MBI Homecare - Coventry

1st Floor, 452 Foleshill Road, Coventry, West Midlands, CV6 5LB (024) 7666 5513

Provided and run by:
MBI Homecare Ltd

Important: This service is now registered at a different address - see new profile

All Inspections

19 September 2013

During a routine inspection

There were approximately 60 people using the service and 43 care workers employed by the agency at the time of our visit. We spoke with the manager, assistant manager, administrator and two care workers during our visit. Following the office visit we spoke with seven people who used the service or their relative, over the phone.

We looked in detail at the care records for three people who used the service. We were satisfied people were receiving the care they needed. We found care plans provided staff with sufficient information about the care and support people required.

We asked people if they had regular care workers. People we spoke with had different experiences. All the people we spoke with said consistency of care workers had improved recently.

We looked at the medication and recruitment procedures. We found there was a safe procedure for assisting people with medication. We were satisfied care workers had been recruited safely and had the necessary skills and experience to work with people using the service.

Records showed the agency had systems in place to monitor the care provided and for managing identified risks. People told us they were satisfied with the care they received. Comments included, 'I'm extremely pleased with it,' and 'I am really happy with the care we receive.'

We looked at how complaints were managed. We found there was a procedure in place to make sure concerns and complaints were recorded and looked into.

5 December 2012

During a routine inspection

We found that people had given their consent to the care and treatment to be provided. One person told us, 'My mother has dementia so the family act on her behalf. We have been fully involved in decisions about her care and have been able to give our views and opinions."

People we spoke with said they were happy with the care they received. People said, 'I'm very happy with the agency' and, 'We are very satisfied with the service from the agency. We have a team of regular carers that visit my mother and are happy with all of them.' People said staff took their time and did not rush. People said that care staff did things in the way they preferred and respected their opinions. All the people we spoke with said the carers were friendly and polite.

Records showed the agency had systems in place to monitor the care provided and for managing identified risks. Records we looked at showed the agency regularly reviewed the care to people. Staff we spoke with knew how to keep people safe and what to do if they had any concerns. Staff said they would have no hesitation reporting concerns or poor practice to the manager.

People said they were asked for their views about their care and treatment. We were told, 'I have had phone calls and a questionnaire to ask if I am satisfied with the service."

4 January 2012

During a routine inspection

People we spoke with said that they were consulted and involved in the care provided and had given their consent for the agency to provide the support required.

The files we looked at contained care plans and risk assessments. Plans we looked at provided staff with good information about the care support required and peoples' individual support needs. We saw that assessments and support plans were being reviewed and updated as needed. People we spoke with said they had copies of care plans in their homes.

People we spoke with told us that staff are always polite and treat them with respect. We were told carers are helpful and friendly, one person told us, 'I look forward to seeing my carer she cheers me up in the morning'.

We looked at a sample of staff work schedules. These showed calls are allocated consistently and that staff were given sufficient time to carry out the tasks required. People told us carers stayed long enough to do everything they needed and that staff take their time and do not rush. One person said "The carers are very good, they look after me well".

Staff we spoke with said that they had regular training and felt well supported to do their job. Staff told us that they are kept up to date with any changes in their work schedules or with the clients they visit.

Staff we spoke with knew what they would do to keep people safe. Staff spoken with knew about the whistle blowing procedure and said that they would have no hesitation reporting poor practice to the office.

People we spoke with said that the agency asked them for their opinions of the service. People told us 'I am more than happy with the care I receive', and 'I have no complaints at all about my care, actually I am very satisfied.'

People we spoke with said that they would contact the office if they had any concerns. Care staff we spoke with said they had confidence that any concerns they reported to the staff in the office would be dealt with promptly.