Mirage Care Ltd received a Good rating across all five key questions at its first CQC inspection in May 2021, with people consistently praising staff as kind, punctual and respectful. The registered manager demonstrated effective oversight through regular audits, supervision, personalised care planning and strong cultural competency.
Strengths
· People reported consistently positive experiences, describing staff as kind, compassionate and going 'above and beyond'.
· Staff were punctual and people reported no missed care visits.
· Medicines were well managed with monthly audits and observed practice checks by the registered manager.
· Robust infection control measures including PPE use and COVID-19 contingency planning.
· Care plans were detailed and personalised, incorporating cultural, religious and communication needs.
Quality-Statement breakdown (21)
safe: Systems and processes to safeguard people from the risk of abuse; Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
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 care; Supporting people to live healthier livesGood
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 empowering; Working in partnership with othersGood
well-led: How the provider understands and acts on the duty of candour; Continuous learning and improving careGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: Engaging and involving people using the service, the public and staff, fully considering their equality characteristicsGood