Archived: The Mildmays

Updated 24 January 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 took place on 22 and 27 November 2017. The inspection was carried out by one inspector who was accompanied by an expert by experience. An expert by experience is a person who has personal experience of using or caring for someone who uses care services.

Before the inspection we reviewed the information we held about the service, which included notifications of significant events made to the Care Quality Commission.

We spoke with ten people who used the service who had agreed to speak with us. Relatives were also visiting during our inspection but on this occasion none wished to tell us about their views. We observed staff interactions during our visit and spoke with eight care staff, the assistant director of pathways, the deputy manager, the manager and the operations manager of the provider organisation. We also contacted a range of health and social care professionals prior to our inspection and received feedback from one professional in reply.

We reviewed nine people’s care plans, looked at their risk assessments and communication records.

We looked at the training and supervision records for the entire staff team as well as the recruitment procedures for employing new staff and obtaining confirmation of background checks. We gathered evidence of people’s experiences of the service by conversations we had with them, and by reviewing other communication that the service had with people, their families and other care professionals.

We also reviewed other records such as complaints information and quality monitoring and audit information.

Updated 24 January 2018

The Mildmays consists of three buildings that provide extra care services situated at 6 Mildmay Park, 20-26 Mildmay Park and 73 Mildmay Street. People who use the service live in their own flat at these addresses and receive support from care staff with their personal care.

This inspection was short notice, which meant the provider and staff did not know we were coming until shortly before we visited the service. At the last inspection on 10 November 2015 the provider met all of the legal requirements we looked at and was rated good. There had been one recommendation made regarding update of new risk assessments and this had now been resolved.

At this inspection we found the service remained Good.

The service had a registered manager in place. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act and associated Regulations about how the service is run.

People who used the service, and other stakeholders thought the service was safe, however, people did think that communication over changes to the staff rota could be improved.

The service was diligent with ensuring that the requirements of the Mental Capacity Act (2005) were complied with and proper consultation took place to help protect people’s human rights.

People who used the service had a variety of support needs. Any risks associated with people’s care needs were assessed, and the action needed to minimise risks was recorded and were updated regularly.

Staff training included mandatory training required for all staff. There were also opportunities for other training including specific training required where staff worked with people that had specific specialised care needs. Staff participated in regular supervision which was seen by staff as a supportive process. Staff appraisals took place yearly and the provider also undertook a half year appraisal review, so that performance was looked at formally twice each year. Development and training objectives were set arising from the appraisal system.

Staff respected people’s privacy and dignity and worked in ways that demonstrated there was diligence at ensuring this.

People were able to complain and were supported to raise concerns. When concerns were raised these were listened to and the provider was open about action taken and changes made as a result.

People who used the service, relatives and stakeholders had a range of opportunities to provide their views about the quality of the service. The provider worked hard to ensure that people were included in decisions about their care and their views about how the service was run were respected and taken seriously. This was also supported by the range of opportunities people had to share their views and participate in consultation meetings.

At this inspection we found that the service met all of the key lines of enquiry that we looked at and was not in breach of any of the regulations.

Further information is in the detailed findings below.