Background to this inspection
Updated
7 October 2021
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.
As part of this inspection we also looked at the provider’s infection control arrangements, so we could understand the preparedness of the service in preventing or managing an infection outbreak.
Inspection team
The inspection was carried out by one inspector.
Service and service type
This service is a home care agency that provides personal care to people living at home.
The service had a manager registered with the Care Quality Commission (CQC). This means that they are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
This inspection was announced. We gave the service 24 hours’ notice of the inspection visit because we needed to be sure the registered manager/owner would all be available for us to speak with during our inspection. This two-day inspection started on 21 September when we visited the providers offices and ended on 22 September 2021.
What we did before the inspection
The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.
We reviewed all the key information providers are required to send us about their service, This information helps support and plan our inspections.
During the inspection
During our site visit we spoke in-person with registered manager/owner.
We looked at a range of records that included care plans in place for the two people currently using the service, three staff files and a variety of other records relating to the overall management and scrutiny of the agency.
Following the inspection
We received telephone or email feedback about Millfield Healthcare Services Limited from one person who had recently received a home care service from this agency, a relative of a current service user, and a member of staff.
We continued to seek clarification from the provider to validate evidence found. We requested the provider send us additional evidence after our inspection in relation to their Statement of Purpose, the service users guide, some risk assessments and management plans that were in place for people using the service and the staff handbook.
Updated
7 October 2021
About the service
Millfield Healthcare Services Limited is a home care agency that provides personal care to people living in their own homes. At the time of our inspection, two people were receiving a service from this home care agency. A total of five people have received a service from this agency since they became active in 2021.
People’s experience of using this service
People told us they were happy with the standard of personal care and support they received from this home care agency.
People received consistently good-quality care from staff who had the right mix of knowledge, skills and support to perform their roles and responsibilities well.
However, staff had not received any training in catheter care awareness, despite supporting some people with this health care need. We discussed this training shortfall with the registered manager at the time of our inspection, who agreed to ensure staff received catheter care awareness training by the end of 2021. Progress made by the provider to achieve this stated aim will be closely monitored by the Care Quality Commission (CQC).
People were kept safe and protected against the risk of avoidable harm and abuse. People received continuity of care from a small group of staff who were familiar with their personal needs and wishes, and whose fitness to work in adult social care had been thoroughly assessed. Medicines were well-organised. Staff followed current best practice guidelines regarding the prevention and control of infection, including those associated with COVID-19.
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 supported to access food and drink that met their dietary needs and wishes. Assessments of people’s support needs and wishes were carried out before they started receiving any home care from this agency. People were supported to stay healthy and well, and to access relevant community health and social care services as and when required.
People were treated equally and had their human rights and diversity respected, including their cultural and spiritual needs and wishes. Staff treated people with dignity and upheld their right to privacy. People typically described staff as “caring” and “kind”. People were encouraged and supported to maintain their independent living skills and do as much for themselves as they were willing and capable of doing so safely.
People’s care plans were person-centred, which helped staff provide them with the individualised home care and support they needed. Staff ensured they communicated and shared information with people in a way they could easily understand. People were encouraged to make decisions about the care and support they received at home and staff respected their informed choices. People were supported to participate in activities that reflected their social interests and to maintain relationships with family and friends who were important to them. The provider had systems in place to manage complaints. At the time of our inspection, no one was receiving end of life care.
People receiving a home care service, their relatives and staff were complimentary about the way the registered manager/owner ran the agency, and how approachable they were. The quality and safety of the service people received was routinely monitored by the registered manager and they recognised the importance of learning lessons when things went wrong. The registered manager promoted an open and inclusive culture which sought the views of people receiving a home care service, their relatives and staff. The provider worked in close partnership with other health and social care professionals and agencies to plan and deliver people’s packages of home care.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at the last inspection
This service was registered with us on 9 November 2020. This is their first comprehensive inspection.
Why we inspected
This was a planned comprehensive inspection based on the service no longer being dormant after becoming active in March 2021.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our inspection programme. If we receive any concerning information, we may inspect sooner.