MasterStaff Healthcare (Preston) achieved a Good rating across all five key questions at this announced inspection on 26 July 2017, maintaining its previous Good overall rating. The service demonstrated particular improvement in recruitment practices since the prior inspection, with consistently positive feedback from people supported regarding staff reliability, kindness, and continuity of care.
Strengths
· People reported feeling safe and satisfied, with consistent staff who knew their needs and preferences
· Recruitment procedures improved since last inspection, with clear audit trail confirming pre-employment checks
· Staff appropriately trained in safeguarding, medication, infection control, moving and handling, and food safety
· Staffing levels monitored regularly; staff allocated sufficient time per visit with no missed or late calls reported
· End of life wishes recorded in care plans with bespoke support plans developed with people and families
MasterStaff Healthcare (Preston) was rated Good overall at its March 2015 inspection, with staff demonstrating kind, caring practice and robust systems for safeguarding, risk management, supervision and complaints handling. The single Requires Improvement rating in Safe related to recruitment record-keeping not providing a sufficiently clear audit trail, with an additional minor gap identified in condition-specific training for staff supporting people with complex needs such as dementia.
Concerns (4)
moderateRecord keeping: “recruitment practices were not sufficiently robust, because the recording of information did not reflect a clear audit trail, to show necessary details and checks had been received before people were employed.”
minorStaff training: “we did not find any evidence of further training for staff members, in relation to the specific needs of those who used the service, such as dementia awareness, diabetes or epilepsy.”
minorCare planning: “this support plan could have been still more person centred...by recording the type of clothes the person liked to wear, if she liked to wear jewellery, make-up or nail varnish and which toiletries she preferred.”
minorPerson-centred care: “one person we spoke with said, 'They are ok. The staff are fine, but it's just they do not realise I prefer a female carer.'”
Strengths
· Robust risk management framework with detailed environmental and personal risk assessments conducted in people's own homes
· Comprehensive safeguarding training and clear multi-agency safeguarding policy with whistle-blowing procedures
· Thorough six-week induction programme with personal training and development plans for all staff
· Regular formal supervision sessions (quarterly) and annual appraisals conducted for all staff
· Medication Administration Records appropriately maintained with no concerns identified
MasterStaff Healthcare (Preston) was rated Good across all five key questions at its February 2020 inspection, maintaining its previous Good rating from 2017. The service demonstrated safe staffing and recruitment, robust risk and medicines management, effective multi-agency working, person-centred care planning, and strong leadership with comprehensive quality assurance systems.
Strengths
· Staff were reliable and people felt safe; risks were well managed with person-centred risk assessments kept under review by senior support workers.
· Medicines were managed safely in line with good practice guidance.
· Staff received relevant training, regular supervisions, competency spot checks and annual appraisals.
· People received continuity of care from the same care workers who knew and understood their needs.
· Care plans were detailed, reflecting people's wishes, communication needs and preferences, including end of life wishes.
Quality-Statement breakdown (20)
safe: Staffing and recruitmentGood
safe: Assessing risk, safety monitoring and management; Learning lessons when things go wrong; Preventing and controlling infectionGood
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Using medicines safelyGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies to provide consistent, effective, timely care
caring: Dignity, respect and independence
Good
caring: Continuity of care workersGood
responsive: Care planning and person-centred support plansGood
responsive: Complaints handlingGood
well-led: Governance and quality auditingGood
well-led: Staff meetings and feedback mechanismsGood
well-led: Record keeping and office organisationGood
Good
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversity; respecting and promoting people's privacy, dignity and independenceGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Supporting people to develop and maintain relationships to avoid social isolationGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: How the provider understands and acts on the duty of candour; managers and staff being clear about their rolesGood
well-led: Engaging and involving people using the service, the public and staff; working in partnership with othersGood
well-led: Continuous learning and improving careGood