First inspection of Mayfair Homecare Basingstoke, a domiciliary care agency supporting 49 people, rated Good overall and across all five key questions. Inspectors found personalised, safe care delivered by well-trained staff under approachable leadership, with only minor concerns about recruitment difficulties and the out-of-hours service.
Concerns (2)
minor
Staffing levels
: “The registered manager told us they had experienced difficulties in recruiting new staff which had affected their ability to take on new packages of care.”
minorCommunication with families: “There was mixed feedback from staff around how effective the out of hours service was... 'They don't always know about local areas, so not always much help'”
Strengths
· Very positive feedback from people and relatives about quality of care and consistent staffing at planned times
· Personalised care with people involved in developing and reviewing care plans
· Staff treated people with kindness, dignity and respect; significant efforts to promote happiness and wellbeing
· Responsive during COVID-19 pandemic including unpaid duties such as shopping and collecting medicines
· Good staff training, induction and ongoing support; competency in medicines administration regularly assessed
Quality-Statement breakdown (24)
safe: Systems and processes to safeguard people from the risk from abuseNot rated
safe: Assessing risk, safety monitoring and managementNot rated
safe: Staffing and recruitmentNot rated
safe: Using medicines safelyNot rated
safe: Preventing and controlling infectionNot rated
safe: Learning lessons when things go wrongNot rated
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawNot rated
effective: Staff support, training, skills and experienceNot rated
effective: Supporting people to eat and drink enough to maintain a balanced dietNot rated
effective: Staff working with other agencies to provide consistent, effective, timely careNot rated
effective: Ensuring consent to care and treatment in line with law and guidanceNot rated
caring: Ensuring people are well treated and supported; respecting equality and diversityNot rated
caring: Supporting people to express their views and be involved in making decisions about their careNot rated
caring: Respecting and promoting people's privacy, dignity and independenceNot rated
responsive: Planning personalised careNot rated
responsive: Meeting people's communication needsNot rated
responsive: Improving care quality in response to complaints or concernsNot rated
responsive: End of life care and supportNot rated
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringNot rated
well-led: How the provider understands and acts on the duty of candourNot rated
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsNot rated
well-led: Engaging and involving people using the service, the public and staffNot rated
well-led: Continuous learning and improving careNot rated
well-led: Working in partnership with othersNot rated