Mercylink Care Services Ltd (Head Office) improved its overall rating from Requires Improvement to Good following a comprehensive inspection on 19 June 2023, with all five key questions rated Good. The service demonstrated sustained improvements across risk management, recruitment, medicines, training and governance following previous warning notices and requirement notices.
Strengths
· Robust risk assessments in place covering health conditions such as epilepsy and diabetes, falls and skin complications
· Pre-employment checks including DBS, references, health declarations and right-to-work checks fully in place
· Digital call monitoring system used to ensure staff attend visits on time; relatives confirmed punctuality
· Medicines managed safely with TMARs, MARs and competency assessments all in place
· Staff completed Care Certificate and condition-specific training; training matrix maintained by registered manager
Quality-Statement breakdown (22)
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Using medicines safelyGood
safe: Learning lessons when things go wrongGood
safe: Preventing and controlling infectionGood
effective: Staff support: training, skills and experienceGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Supporting people to live healthier lives, access healthcare services and supportGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
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: 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: Engaging and involving people using the service, the public and staffGood
well-led: How the provider understands and acts on the duty of candourGood