MiHomecare - Queensbury was rated Good overall at its first inspection, with safe, effective, caring and responsive care delivered by trained staff. Well-led was rated Requires improvement due to multiple management changes causing instability, audits failing to identify care plan errors, and most people and relatives not knowing who the registered manager was.
Concerns (8)
moderate
Leadership
: “There had been a lack of consistent management which led to instability over the last year.”
moderateGovernance: “These checks did not identify the issues we found with regards to diabetes risk assessments and a care plan not including up to date information.”
moderateCommunication with families: “The majority of people and relatives we spoke with told us that they did not know who the registered manager was.”
moderateCare planning: “People who were diabetic had a diabetes fact sheet in their care plan... However, person specific diabetes risk assessments were not in place.”
minorCare planning: “One person's care plan indicated they had a pressure sore... this person did not have a pressure sore and this was incorrectly documented in the care plan.”
minorMissed or late visits: “Sometimes they are a bit late. Last week they did call a couple of times to say they were delayed.”
minorIncident learning: “There was a lack of information about lessons to be learnt following an incident/accident.”
minorStaff competency: “They have all been trained but some are more competent than others.”
Strengths
· Safe recruitment with DBS and other checks
· Effective safeguarding systems and staff training
· Safe medicines management with electronic MAR system
· Good infection prevention and control with appropriate PPE
· Person-centred matching of staff to clients including cultural and language needs
Quality-Statement breakdown (22)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Using medicines safelyGood
safe: Staffing and recruitmentGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
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 careGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting 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 empoweringRequires improvement
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsRequires improvement
well-led: How the provider understands and acts on the duty of candourRequires improvement
well-led: Engaging and involving people using the service, the public and staffRequires improvement