MNS Consul Home Care Ltd

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

The provider had a range of quality checks and systems to support them to have oversight of the service, however these had not been effectively implemented. Not all office staff were working and sharing information consistently.

The registered manager took prompt action when concerns were raised. Improvements were needed as the service grew to ensure good oversight of these actions and that any learning was used to improve the service in a sustained way.

There was minimum impact from the lack of effective systems. Electronic systems provided daily alerts to ensure people received their care as required. The provider promoted a caring culture. As the service was still small, staff knew people well and provided personalised support. The provider engaged well with people, their representatives, staff and external professionals.

There was a commitment to drive improvements. The provider had recruited a new, experienced branch manager however they had not been in post long enough to make the necessary improvements.

The registered manager minimised risk across the service. Risk assessments were personalised, and care plans provided staff with detailed guidance on how to support people safely.

There were enough safely recruited staff to support people safely. Office staff had stepped in during the COVID-10 outbreak to keep people safe. Safeguarding practices protected people from the risk of abuse. Staff supported people to take their medicines safely, and as prescribed. The registered manager minimised the risk of infection from COVID-19.

Staff had the necessary guidance and training to help them support people in a person centred manner, in

line with their preferences. Staff were well supported and gave us positive feedback about the service. People received the necessary support to eat and drink. Staff worked with external professionals to promote people's wellbeing, referring for support when necessary.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. Staff supported people in a respectful manner, promoting their independence and choice. Staff communicated with people in a way they understood.