Caremax Support Services Ltd was rated Requires Improvement overall at its first inspection, with breaches of Regulation 12 (COVID-19 guidance/IPC) and Regulation 17 (good governance). Safeguarding, training in specific needs, MCA practice and dignity were positives, but complaints handling, risk assessments and quality assurance required improvement.
Concerns (7)
critical
Infection control
: “The provider had not ensured they were up to date with current Government COVID-19 guidance for the use of personal protective equipment.”
criticalGovernance: “Quality assurance tools had not identified where improvements were required at the service.”
moderateStaff training: “Staff had not had COVID-19 training.”
moderateCare planning: “Whilst people had risk assessments in place these did not always reflect all of their known risks and actions to take should these present themselves.”
moderateComplaints handling: “the provider's response to this complaint did not work with the person to understand their concerns and take action to reduce the risk of these reoccurring.”
moderateLeadership: “the provider's response had been, 'A very extreme course of action rather than supportive.'”
minorRecord keeping: “Improvements were required to the recruitment process as not all staff had their full employment history documented.”
Strengths
· Staff were trained in safeguarding and reported concerns to the local safeguarding team as required.
· People were supported by staff trained in medicines administration and had access to timely health professional support.
· Staff received a five day induction and training in people's specific healthcare needs such as diabetes.
· People's dignity, privacy and independence were promoted; staff knew people well and supported their preferences.
· Capacity assessments were completed in line with the MCA and the provider worked with other professionals.
Quality-Statement breakdown (22)
safe: Preventing and controlling infectionNot rated
safe: Assessing risk, safety monitoring and managementNot rated
safe: Staffing and recruitmentNot rated
safe: Using medicines safelyNot rated
safe: Systems and processes to safeguard people from the risk of abuseNot 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: induction, 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; supporting people to access healthcare servicesNot 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: Improving care quality in response to complaints or concernsNot rated
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesNot rated
responsive: Meeting people's communication needsNot rated
responsive: End of life care and supportNot rated
well-led: Managers and staff being clear about their roles, understanding quality performance, risks and regulatory requirements; continuous learning and improving careNot rated
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringNot rated
well-led: Working in partnership with othersNot rated
well-led: How the provider understands and acts on the duty of candourNot rated