Background to this inspection
Updated
6 July 2022
Inspection team
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 carried out by one 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.
This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
At the time of our inspection there was a registered manager in post.
Notice of inspection
We gave the service two days’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.
What we did before the inspection
We reviewed information we had received about the service since their registration with CQC.
The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make. We used all of this information to plan our inspection.
During the inspection
Inspection activity started on 11 May 2022 and ended on 26 May 2022. We visited the provider’s office on 11 May 2022. We spoke with the registered manager, the regional manager and two members of senior staff We reviewed six people’s care plans and a variety of records such as policies, incident reports, compliments, audits and quality assurance records. We spoke with 11 people and relatives via telephone on 11 May 2022 to gain feedback about their experience of receiving care. We spoke to six members of staff via telephone on 13 May 2021. We spoke with one health and social care professional with recent experience of working with the service on 20 May 2021.
Updated
6 July 2022
About the service
Mayfair Homecare Basingstoke is a domiciliary care agency. The service provides personal care to people living in their own homes and flats. At the time of our inspection there were 49 people using the service.
Not everyone who used the service received personal care. In this service, the Care Quality Commission can only inspect the service received by people who get support with personal care. This includes help with tasks related to personal hygiene and eating. Where people receive such support, we also consider any wider social care provided.
People’s experience of using this service and what we found
We received very positive feedback from people and relatives about the quality of care. They told us they received a consistent service at planned times from staff who they were familiar with.
People and relatives told us the registered manager and senior staff were approachable, professional and caring. Senior staff had a good understanding of their role and ensured they had a good working knowledge of people’s needs.
People received personalised care in line with their needs. They told us they were involved in developing and reviewing their care plans and that the provider was good at seeking and acting upon their feedback.
People’s care plans reflected their needs and clearly outlined which care tasks people required and how they would like this care to be carried out.
People and relatives told us they were treated with kindness, dignity and respect. They told us how the provider had made significant efforts to promote their happiness and wellbeing and that they appreciated the efforts they had gone to achieve this.
The registered manager fostered a positive atmosphere at the service. They had an open and friendly approach to people, relatives, staff and professionals, which helped ensure people were comfortable raising issues or giving their feedback.
The provider was responsive during the COVID-19 pandemic to help ensure people had the care, food and medicines they required. This included taking on additional unpaid duties around shopping, collecting medicines, providing additional care calls and wellbeing checks.
There were enough staff in place to meet people’s needs. Staff we spoke to were dedicated in their role and had formed positive working relationships with people and relatives.
Staff received appropriate training and support in their role. They told us that the registered manager and senior staff were very supportive, approachable and were good role models.
Risks related to people’s health and medical conditions were detailed in their care plans. Staff were pro-active in identifying emerging risks and changes in people’s health. They were confident in making referrals to professionals or carrying out their instructions for ongoing care.
The registered manager had a good oversight of the service. The team of senior staff were clear in their roles and responsibilities and there were systems in place to monitor and improve the quality and safety of the service.
There were systems to enable office staff to monitor the quality of care responsively, using an electronic care planning system. This included the monitoring of care calls, care notes, incident reports and medicines administration.
There were policies and procedures in place to protect people from the risk of suffering abuse or coming to avoidable harm. There were systems in place to ensure that incidents were appropriately reported, recorded and reflected upon.
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.
For more information, please read the detailed findings section of this report. If you are reading this as a separate summary, the full report can be found on the Care Quality Commission (CQC) website at www.cqc.org.uk
Last rating and update
This service was registered with us on 14 October 2019 and this is the first inspection.
Why we inspected
This inspection was prompted by a review of the information we held about this service.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.