Mayfair Care Services Ltd

Updated 18 September 2018

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection was undertaken by one inspector and an expert by experience. An expert by experience is a person who has personal experience of this type of care service. The inspection took place on the 28 and 29 August 2018. The provider was given 48 hours’ notice of our inspection to ensure we could gain access to the information we needed. We visited the office on 28 August 2018 and visited people in their own homes by arrangement on 29 August 2018. We also spoke with people using the service, relatives, and staff by telephone on 29 August 2018.

Before the inspection, we looked at information that we had received about the service. This included information we received from the local authority and any notifications from the provider. Statutory notifications include information about notable events which the provider is required to send us by law.

The provider completed a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. Healthcare professionals and local commissioners were approached for comments about the service and any feedback received has been included in the report.

During the inspection process, we spoke with 9 people who received a service, 2 people’s relatives and a health care professional. We also spoke with the registered manager and 7 staff working in the service.

We looked at five people’s care records. We looked at records relating to three staff. We also looked at the provider’s arrangements for managing medicines, supporting staff, managing complaints, and monitoring and assessing the quality of the services provided.

Updated 18 September 2018

This inspection took place on the 28 August and 29 August 2018 and was announced.

This service is a domiciliary care agency. It gives personal care to people living in their own houses. It provides a service to older adults. Not everyone using Mayfair Care Service Ltd receives regulated activity; CQC only inspects the service being received by people provided with ‘personal care;’ and help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. On the day of our inspection, there were 54 people using the service, all of which received personal care.

Positive feedback had been received, and a good standard of care and support was being delivered. The management team and staff continued to find ways to improve the service and it was passionate about caring for people, including those with dementia. The vision and the value of the service to 'respect people and their right to privacy, by providing care in a person centred and flexible way.’

Staff had a good understanding of people's needs and provided person centred care which put people at the heart of the service. They continued to find ways of supporting people to have a good quality of life and maintained their independence.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

Staff have a good understanding of systems in place to manage medicines, safeguarding matters and behaviours that were challenging to others. People's medicines were managed so that they received their medication in the right time and in the right way. There was sufficient staff available to ensure people's wellbeing, safety and security was protected. Robust recruitment and selection processes were in place.

Staff were compassionate, kind and caring and had developed good relationships with people using the service. People were comfortable in the presence of staff. Relatives confirmed the staff were caring and looked after people very well. People were provided with the care, support and equipment they needed to stay independent.

Staff understood the importance of supporting people to have a good end of life as well as living life to the full whilst they were fit and able to do so. End of life care plans included people's wishes to ensure their passing was comfortable, pain free and as peaceful as possible. When people's lives ended, their wishes and instructions were carried out.

People were involved with care planning and staff knew people well and were aware of their personal histories. People who used the service felt they were treated with kindness and said their privacy and dignity was respected. Positive relationships had developed between people and the staff that supported them. Information included guidance for staff so they could follow a structured approach to recognise and manage people’s health conditions.

Robust systems were in place to seek the views of people who used the service, and check the quality. Spot checks, care planning review meetings and audits were carried out on a regular basis. People’s feedback about the service they received were integrally used, to review the service and to make improvements. People had positive relationships with staff members spoke positively about the service. There was a strong value base to ensure staff were caring and compassionate.

Further information is in the detailed findings below.