Medacs Healthcare - Leicester

Updated 11 December 2019

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 Care Act 2014.

Inspection team

The inspection was carried out 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.

The service had a manager registered with the Care Quality Commission. 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.

Notice of inspection

We gave the service 48 hours’ 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.

Inspection activity started on 29 October 2019 and ended 1 November 2019. We visited the office location on 29 October 2019 and made calls to people, relatives and staff on the 31 October and 1 November 2019.

What we did before the inspection

We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections.

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We spoke with 14 people who used the service and eight relatives about their experience of the care provided. We spoke with eight members of staff including the regional operations manager, registered manager, care manager and care staff.

We reviewed a range of records. This included four people’s care records and risk assessments. We looked at three staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at additional information sent by the provider including guidance for end-of-life care, the Mental Capacity Act policy for the service and the revised staff handbook.

Updated 11 December 2019

About the service

Medacs Healthcare-Leicester provides personal care to adults with a variety of needs living in their own homes. This included older people, people with a sensory impairment, people with physical disabilities, people living with dementia and younger adults. At the time of the inspection there were 148 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 told us they were well cared for and felt safe with the staff providing their support. Risk assessments were current. Accidents and incidents were recorded and followed up by management. All staff and management had a clear understanding of safeguarding. Medicines were managed safely. Staff knew how to reduce the spread of infection.

Recruitment and selection processes were in place to ensure the service employed staff committed to person-centred care. There were sufficient staff to provide care for people. Staff received induction and training relevant to their role. Regular supervision and team meetings were in place.

People’s care plans were holistic and individual to them. Care plans were reviewed and updated on a regular basis. Staff supported people in the least restrictive way possible and people were able to exercise choice and remain in control of their lives. The service was committed in policy and practice to providing a supportive service which promoted wellbeing.

Staff cared for people in a respectful way that promoted their dignity, privacy and independence. Staff had formed good working relationships with people which promoted mutual respect. People had a voice in their care. The service was committed to continual improvement and sought regular feedback from people and their relatives. People felt confident to raise concerns with the service.

The registered manager was committed to delivering safe and high-quality care. Quality Assurance processes and personnel were in place to analyse feedback and to audit staff competencies and performance. Staff were encouraged to bring forward ideas on service improvement. The management team supported staff to improve their skills and knowledge. There was a commitment by management to continuous improvement.

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 2 May 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.