Mayfair Homecare - Farnborough achieved a Good rating across all inspected key questions (effective, caring, responsive, well-led) in this focused KLOE inspection, with Safe carried forward as Good from the prior inspection. The service demonstrated strong person-centred care, effective governance and positive stakeholder relationships, with only minor issues identified around record consistency, office communication and double-up call coordination.
Concerns (3)
minor
Record keeping
: “One person's records contained conflicting information about their capacity. However, there was a mental capacity assessment and a best interest decision regards their lack of capacity.”
minorCommunication with families: “Some felt office staff communication could be improved. This has been fed back to the registered manager for them to address.”
minorStaffing levels: “They were aware where 2 staff attended a person's double up call separately, records showed there had been some days when they had not arrived at the same time.”
Strengths
· People and relatives gave consistently positive feedback about staff being caring, kind and not rushing care
· Comprehensive staff induction including shadowing, monthly factsheets, and access to professional qualifications
· Detailed, personalised care plans regularly reviewed and kept under active monitoring
· Strong multi-agency working with commissioners, district nurses, pharmacists and social care professionals
· Robust governance framework including weekly location reports, multiple audits and an annual quality audit