Ness M Care Services received an overall Good rating on its first CQC inspection, with Safe rated Requires Improvement due to medicines administration errors, incomplete MAR records, and a lack of documented learning following staff competency reassessments. All other key questions were rated Good, reflecting compassionate, person-centred care, effective partnership working, and a well-led service with responsive governance.
Concerns (5)
moderate
Medication management
: “people had not always received their medicines as prescribed. Staff were not always open when mistakes were made.”
moderateMedication management: “where medicines had to be administered in a specific way and time, there was no detail on the medicines administration record (MAR) about when and how to do this.”
moderateIncident learning: “healthcare professional advice had been sought, albeit several days later when the errors were identified.”
minorMedication management: “where staff had redone their medicines competencies, there was no record of what staff had learned from their mistakes.”
minorMissed or late visits: “Some people however had care call visits that were not as evenly spaced as planned.”
Strengths
· Robust recruitment process with appropriate DBS checks, identity verification, and employment references in place.
· Detailed risk assessments covering equipment, food and fluid intake, home environment and skin integrity.
· Staff demonstrated strong safeguarding knowledge and ability to identify and report potential abuse.
· Good infection prevention and control practices with correct PPE use and disposal.
· Person-centred, compassionate care with consistent staffing promoted dignity, independence and respect.
Quality-Statement breakdown (21)
safe: Using medicines safelyRequires improvement
safe: Assessing risk, safety monitoring and managementGood
safe: Systems and processes to safeguard people from the risk of abuseGood
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 law; Supporting people to eat and drink enoughGood
effective: Staff support: induction, training, skills and experienceGood
effective: Staff working with other agencies; Supporting people to live healthier lives and access healthcare servicesGood
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: Managers and staff being clear about their roles; understanding quality performance, risks and regulatory requirements; Continuous learning and improving careGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empowering; duty of candourGood
well-led: Engaging and involving people using the service, the public and staffGood