Cera - Lancashire

Mears Care Lancashire is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the Rossendale and Wyre areas. It is registered to provide a service to older adults, people who have a physical disability and people living with mental ill health. The location provides ongoing at home care and crisis care. Crises care is a short term, three day service to help people who require immediate support. This meant client numbers went up and down during out inspection. At the time of our inspection, the service was providing support to approximately 280 people.

Mears Care Lancashire had a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

This was the locations first inspection since it had changed its legal entity. Under the previous legal entity, the location was inspected and rated Good.

During this inspection, we found staff had received training to safeguard people from abuse. They understood their responsibilities to report any unsafe care or abusive practices related to the safeguarding of adults who may be vulnerable. Staff we spoke with told us they were aware of the safeguarding procedure.

Care plans were completed with the support of people and their families and identified all assessed risks. We found they were personalised and informative and had been kept under review and updated when necessary. They reflected any risks and people's changing needs.

There was an appropriate skill mix of staff to ensure the needs of people who used the service were met. New staff were mentored by experienced staff members whilst they learnt their role. Staff members received training related to their role and were knowledgeable about their responsibilities.

They had the skills, knowledge and experience required to support people with their care and support needs. The training included the administration of medicines and Dignity and Respect. We found staff understood the Mental Capacity Act 2005 (MCA). One person said, "The staff are on the ball."

The registered provider planned visits to allow carers enough time to reach people and complete all tasks required. People told us they mostly had the same staff visit and relationships had developed. One person

told us, "The staff are very well liked, they bring their manners with them. They are really very nice." A second person commented, " My mood is always lifted when they have been."

The registered provider completed spot checks on staff to observe their work practices were appropriate and people were safe. Staff were provided with personal protective equipment to protect people and themselves from the spread of infection.

The registered provider had procedures around recruitment and selection to minimise the risk of unsuitable employees working with people who may be vulnerable. Required checks had been completed before any staff started work at the service. This was confirmed during discussions with staff.

When appropriate, meals and drinks were prepared for people. This ensured people received adequate nutrition and hydration.

People and their families were supported by trained staff during their end of life care.

Care records contained information about the individual's ongoing care and rehabilitation requirements. This showed us the registered provider worked with other health care services to meet people's health needs.

A complaints procedure was available and people we spoke with said they knew how to complain. At the time of our inspection, the registered provider had received no formal complaints. One person commented, "No complaints, all the staff are little belters."

The registered manager had sought feedback from people receiving support and staff for input on how the service could continually improve. The service demonstrated good management and leadership with clear lines of responsibility and accountability within the management team.

The registered provider had regularly completed a range of audits to maintain people's safety and welfare and showed lessons learnt and action taken.

Staff told us they received regular formal and informal support from the management team and the management team were supportive and available.

The five questions we ask about services and what we found