Background to this inspection
Updated
17 December 2019
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. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
Inspection team
The inspection was carried out by two inspectors, an assistant inspector and an Expert 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
Mears Care Limited Leeds is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
The service had a manager registered with the Care Quality Commission. This means that they and the provider 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 unannounced.
Inspection activity started on 21 October 2019 and ended on 29 October 2019. We visited the office location on 21 October 2019 and 25 October 2019. On the 22 and 29 October 2019, telephone calls were made to people using the service, their relatives and staff.
What we did before the inspection
The provider sent us a 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. This information helps support our inspections. We reviewed information we had received about the service, such as details about incidents the provider must notify CQC about, for example incidents of abuse. We reviewed all other information sent to us from stakeholders such as the local authority and members of the public. We used all of this information to plan our inspection.
During the inspection
We spoke with eight people to ask about their experience of the care provided and two relatives. We spoke with the nominated individual (The nominated individual is responsible for supervising the management of the service on behalf of the provider), regional manager and five staff members. We were unable to speak with the registered manager as they were not available. We looked at six people's care records and medicine records. We looked at five staff files for recruitment, supervision and appraisal and training records. We also looked at quality monitoring records relating to the management of the service such as audits and quality assurance reports.
Updated
17 December 2019
About the service
Mears Care Limited Leeds is a domiciliary service providing personal care to 100 people aged 65 and over at the time of the inspection.
People’s experience of using the service
We found the provider did not always maintain appropriate or accurate records relating to supervisions, medicines and audits. Supervisions had not always been recorded, and medicine audits did not always identify the recording issues we found.
People felt safe with staff entering their homes and carrying out care. Staff protected people from harm and systems were in place to reduce the risk of abuse and to assess and monitor potential risks to people.
People received their medicines. However, records of medicine administration charts were not always accurate. Risk assessments had been completed and were reviewed. Incidents and accidents were managed effectively; lessons were learned to prevent future risks.
There were enough skilled and experienced staff to meet the needs of people who used the service. Staff completed training, supervisions and appraisals. Supervision records were not always carried out.
People said staff were kind and caring. Staff treated them with respect and dignity. People were involved in decisions about their care. People's right to privacy was maintained by staff.
People were involved in meal choices and supported to maintain a balanced diet. Health needs were regularly monitored, and staff involved healthcare professionals when required.
Staff understood their responsibilities in relation to the Mental Capacity Act 2005. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive was possible. Staff understood people’s likes, dislikes and preferences and people were offered choices about their care.
A complaints system was in place and complaints were managed effectively. People told us they knew how to complain if needed.
Surveys and telephone quality checks were carried out with people to gather their views. Meetings took with staff to communicate changes within the service.
Staff provided mixed reviews about the communicate within the service between the carers and office staff. Some people felt communication could be improved in relation to changes with their visits.
We found one breach of regulation 17.
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 requires improvement (published 6 November2018).
Why we inspected
This was a planned inspection.
Follow up
We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received, we may inspect sooner.