Midland Mencap's domiciliary care service in Birmingham was rated Good overall at its first inspection in February 2016, with an Outstanding rating for well-led, reflecting exceptional leadership, continuous improvement culture, and meaningful involvement of people with learning disabilities in shaping the service. No significant failures were identified, with only minor concerns raised via questionnaires about some staff's relationship with line managers, which the provider addressed promptly.
Concerns (1)
minorSupervision / appraisal: “Some staff did not have a positive relationship with their line manager and the staff described difficulties in booking leave, not feeling supported and being asked to work long shifts”
Strengths
· People felt safe and expressed high satisfaction with staff, describing them as kind, compassionate and reliable
· Robust recruitment procedures including DBS checks, references and interviews ensured suitable staff were employed
· Staff received induction, care certificate training, shadowing opportunities, and regular formal supervisions
· Medication support was well managed with appropriate training and accurate recording systems
· Registered manager demonstrated outstanding leadership, working continuously to develop and improve the service
Midland Mencap is a Good-rated domiciliary care agency serving 109 people, with Outstanding well-led practice driven by exceptional leadership that placed people at the centre of service development, including board-level representation from a person with a learning disability. All other key questions were rated Good, with no regulatory breaches identified.
Strengths
· People actively involved in staff recruitment and service development, including a person with a learning disability appointed to the board of trustees
· Outstanding leadership with an open, honest culture and staff who were motivated and proud to work for the service
· Person-centred care records with individual goals regularly reviewed and easy-read documentation produced for those who required it
· Effective safeguarding procedures with staff trained and statutory notifications submitted appropriately
· Strong community presence including organising events, holidays, and supporting people to avoid social isolation
Quality-Statement breakdown (20)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and management; Learning lessons when things go wrongGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
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 diet
Good
effective: Staff working with other agencies; Supporting people to live healthier lives and access healthcareGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; 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 meet people's needs, preferences, interests and give them choice and controlGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Engaging and involving people using the service, the public and staff, fully considering their equality characteristicsOutstanding
well-led: Planning and promoting person-centred, high-quality care and support; duty of candourOutstanding
well-led: Working in partnership with othersOutstanding
well-led: Managers and staff being clear about their roles; continuous learning and improving careOutstanding