Mayfair Homecare - Farnborough

Updated 17 January 2023

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Health and Social Care Act 2008.

Inspection team

The inspection was completed by an inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats and specialist housing.

Registered Manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations. At the time of our inspection there was a registered manager in post.

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 7 December 2022 and ended on 19 December 2022. We visited the location’s office on 7 December 2022.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

At the site visit we spoke with 3 office staff, the registered manager, the regional area manager and the regional director. After the inspection we spoke with 9 people and 7 relatives about their experience of the care provided and a further 5 care staff. We received positive feedback on the service from both health and social care commissioners and from 2 social care professionals. We reviewed 4 people’s care plans. We also reviewed records relating to the management of the service, including policies, procedures and training data.

Updated 17 January 2023

About the service

Mayfair Homecare - Farnborough is a domiciliary care service providing care and support to people in their own homes. The service can provide support to older and younger adults, people living with dementia, people with a physical disability, people with a sensory impairment, or mental health diagnosis and people with a learning disability or autism. On the day of the site visit there were 49 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

People and relatives were positive about the service provided. Their feedback included, “I think they are very good actually,” “I am very satisfied with it and get on well with all of them“ and “On the whole very good.”

We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. ‘Right support, right care, right culture’ is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it. The service was providing personal care to 1 person who had a learning disability.

People’s needs and choices about their care were assessed and the delivery of their care reflected national guidance and legislation. Staff had the required skills, knowledge and experience to provide people’s care effectively. Staff ensured people were supported to have enough to eat and drink. Staff worked together both as a team and across organisations to ensure people’s needs were identified and met. Staff were provided with relevant information to enable them to identify when people might be unwell and to identify when they might need healthcare support.

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 treated by staff with kindness, respect and compassion. Staff supported people to express their views and to be involved in decisions about their care where possible. People’s privacy, dignity and independence were respected and promoted by staff.

People received personalised care, planned with them which was responsive to their needs. People knew how to give feedback and felt able to raise any issues. Staff were able to support people at the end of their life where required in conjunction with health care professionals.

People reported the service was well-led. There was a positive culture focused on achieving good outcomes for people. There was a robust governance framework and responsibilities and requirements were understood. Processes were in place to seek people and staff’s views about the service. The provider had processes to monitor the quality of the service and to identify areas for improvement. Staff worked transparently and collaboratively with external stakeholders and agencies to plan and deliver people’s care.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The service was previously inspected following a change in provider (published 24 December 2021).

Why we inspected

This focused inspection was prompted by a review of the information we held about this service and to provide a rating under the new provider in all domains following their registration. For the key question of safe which was not inspected, we used the rating awarded at the last inspection to calculate the overall rating.

You can read the report from our last inspection, by selecting the ‘all reports’ link for Mayfair Homecare - Farnborough on our website at www.cqc.org.uk.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.