MH Quality Care Ltd

Our rating for this key question is good. Robust safeguarding procedures were in place to protect people from abuse and neglect. Staff were able to tell us the processes to be followed in the event of any safeguarding incidents, accidents, complaints and concerns.

Care plans were detailed and clear, highlighting individual risks to people. However, these risks were not documented on risk reviews and risk management forms. The information was part of the people’s care plans, which meant that staff would not have quick access to information and guidance on risks without having to search through the relevant care plan. The provider understood that this was not ideal, as staff would need quick access to this information on risks should a new situation emerge or should staff be less familiar with the person they were supporting. Staff knew people well and there were no instances where a lack of separate risk assessments placed people at risk. During the inspection, the provider completed new risk assessment documentation to use alongside information contained within the care plans for all people they supported. These were assessed as good quality and detailed.

People and their relatives told us that staff were usually punctual and did not leave earlier than the allocated time for the call. Staff received ongoing training, supervision and support to ensure they had the knowledge and skills to work safely and effectively.

People were always treated with kindness, empathy and compassion. felt they mattered and that their experience of how they were treated and supported mattered. Their privacy and dignity was respected. Every effort was made to take their wishes into account and respect their choices, to achieve the best possible outcomes for them. This included supporting people to live as independently as possible

Our rating for this key question is good. The provider had developed robust governance and quality assurance systems and processes, designed to enable them to monitor the quality and safety of people’s care on an ongoing basis and take steps to drive improvement and share learning across the staff team. Staff and management understood what was expected of them in their respective roles.