Archived: Forget Me Not Home Services Ltd

Updated 6 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 checked 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 announced comprehensive inspection was carried out by one inspector on 15 August 2018. We gave the service 48 hours’ notice of the inspection visit because we needed to be sure that someone would be available.

The inspection activity started on 15 August 2018 and ended 16 August 2018. On the first day we visited the office location. We spoke with the registered manager, coordinator, a senior care worker and four care workers. We reviewed five people’s care records, including medicines records, records relating to the management of the service, training records, and the recruitment records of five care workers. One 16 August 2018 we spoke with four people who used the service, and four relatives on the telephone.

We used information the provider sent us in the Provider Information Return. This is information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make.

We looked at information we held about the service including notifications they had made to us about important events. We also reviewed all other information sent to us from other stakeholders for example the local authority and members of the public.

Updated 6 September 2018

Forget Me Not Home Services Ltd is a domiciliary care agency. It provides personal care to people living in their own homes. It provides a service to adults. At the time of this announced inspection of 15 August 2018 there were 55 people who used the personal care service. We gave the service 48 hours’ notice of the inspection to make sure that someone was available in the office to assist us with our inspection.

At our last inspection of 31 July 2017, the service was rated requires improvement overall. The key questions for effective, caring and responsive were rated good and the key questions safe and well-led were rated requires improvement. We had found breaches of Regulations 12 and 19 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. At this inspection we found improvements had been made and there were no breaches of Regulation. The service is now rated good overall and for all of the five key questions.

There was a registered manager in post, who was also a managing director of the organisation. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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 2008 and associated Regulations about how the service is run.

Improvements had been made in how the service was led. This included improvements in their governance systems to assess and monitor the service provided to people. The service had a quality assurance system and shortfalls were identified and addressed. As a result, the quality of the service continued to improve.

Improvements had been made in how the service provided people with safe care. Improvements had been made to recruit care workers safely. Improvements had been made in how the care workers completed their medicines administration records and these were checked regularly by senior staff.

Risks to people were managed, including risks from abuse and in their daily lives. There were enough care workers to cover people’s planned care visits. The risks of cross infection were minimised.

People continued to be provided with a responsive service. People received care and support which was assessed, planned and delivered to meet their individual needs. There were systems in place to support and care for people at the end of their lives, where required. A complaints procedure was in place and complaints were responded to in line with this procedure.

People continued to receive a caring service. People had positive relationships with their care workers. People’s dignity, privacy and independence were respected and promoted. People’s views were listened to and valued.

People continued to receive an effective service. People were supported by care workers who were trained to meet their needs. People were supported to have maximum choice and control of their lives and care workers cared for them in the least restrictive way possible; the policies and systems in the service supported this practice. Systems were in place to assist people with their dietary needs, where required. People were encouraged to access health professionals where needed. The service worked with other organisations involved in people’s care to provide a consistent service.

Further information is in the detailed findings below.