Date of assessment 3 February 2025 to 17 March 2025, we visited the office location on the 3 February 2025. We carried out this assessment due to concerns received from commissioners about the quality and safety of the care being provided to people. Verity Healthcare – Milton Keynes is a domiciliary care agency providing personal care support to people living in their own homes. We found 2 breaches of legal regulations in relation to safe care and treatment and governance arrangements. The provider did not effectively assess risks to people’s health and safety, as care plans and risk assessments in place for people were not always accurate. Staff did not always have consistent guidance to ensure people were supported safely. Very few people in receipt of the regulated activity of personal care received support with medicines, where this was provided measures were not consistently in place to ensure medicines were safely managed. The governance systems in place at the service were not effective in identifying areas for improvement and ensuring action was taken to improve the service. Staff understood their responsibilities in relation to safeguarding, the provider ensured action was taken to safeguard people following safeguarding referrals being made. Staff had received all the training required to ensure they were able to carry out their roles. The service had deteriorated since our last inspection. In instances where CQC have decided to take civil or criminal enforcement action against a provider, we will publish this information on our website after any representation and/or appeals have been concluded.
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Verity Healthcare – Milton Keynes received a Good rating across all five key questions at its first inspection in March 2022, with no failures or breaches of regulation identified. The service demonstrated strong person-centred care, robust governance, and a committed leadership culture supporting two people receiving personal care at home.
Strengths
· People supported by regular, consistent staff promoting continuity of care and trust
· Robust safeguarding systems and staff training in place; relatives reported total peace of mind
· Comprehensive pre-assessment tool covering physical, mental, cultural and communication needs
· Staff demonstrated going above and beyond, including creating an indoor garden for a person who loved nature
· Registered manager and staff enrolled in British Sign Language course to extend support to people with hearing loss
Quality-Statement breakdown (21)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: 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 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 concerns; End of life care and supportGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
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; Working in partnership with othersGood