Mega Resources Nursing & Care - Bedford

Updated 31 August 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

This inspection was carried out by 1 inspector and 2 Experts 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 in the community.

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 the provider or registered manager’s support with the inspection process in setting up calls with people and their relatives and the staff team.

Inspection activity started on 13 July 2023 and ended on 26 July 2023. We visited the location’s office on 19 July 2023.

What we did before inspection

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 (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

We spoke with 9 people who used the service and 22 relatives about their experience of the care provided to them or their loved one. We spoke with 20 members of staff including care workers, the registered manager, and members of the management team.

We reviewed a range of records. This included five people’s care records. 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, audits and call time analysis were reviewed.

Updated 31 August 2023

About the service

Mega Resources Nursing & Care Bedford is a domiciliary care service providing personal care to people living in their own homes in the community. The service provides support to adults living with a physical disability or a sensory impairment including people who may be living with dementia. The service provides a ‘rapid response’ service to some people, where they support people who have just returned home from hospital to assess the support they need from the service or other services in the longer term.

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. At the time of our inspection there were 91 people receiving personal care at the service.

People’s experience of using this service and what we found

The management team completed audits to monitor the quality of the service, however these were not always effective in identifying and driving improvements at the service. This included areas such as care visit monitoring and care plans being sufficiently detailed. Some people and relatives felt that communication with the management team could be improved. They felt they would like more opportunities to feedback about the service. The management team acted on this feedback immediately and gave us assurances improvements would be made and sustained.

Most people and relatives were positive about the support staff gave them. One person said, ‘‘If you are looking for a good service then I would recommend this one. [Staff] know what they are doing.’’

People felt safe using the service and staff were trained in safeguarding. Risks to people had been assessed and plans were in place to mitigate risks as far as possible. There were enough staff to support people safely, although the way in which care visit times were monitored needed improvement. We have made a recommendation that the management team monitor care visit times more thoroughly. People were supported safely with their medicines. Staff followed good infection control processes.

Staff were trained and knowledgeable and the management team checked staff competencies regularly. People were supported to eat and drink if they needed this support. Staff worked well with health professionals and supported people in line with guidance from professionals where this was given. 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 and relatives felt staff were kind and caring. Staff ensured people were supported to make day to day choices whilst they were being supported. People were supported to be independent if this was their choice and staff supported people with dignity and respect.

People’s personalised care and support needs had been assessed; however care plans would have benefitted from being more detailed. We have made a recommendation the management team review care plans to ensure they are sufficiently detailed. Staff knew how to speak with people in their identified ways of communication. There was a complaints policy in place at the service and concerns were responded to appropriately. People received dignified and compassionate care at the end of their life.

The registered manager and management team were passionate about providing good quality care for people. They took our feedback seriously and started to put improvements in place to address the areas we found needed action during the inspection. Staff enjoyed working at the service and took pride in their job roles. People and staff were involved in meetings to give feedback about the service. The staff team worked well with other professionals. We were assured the management team would continue to improve the service.

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 13 June 2018)

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.