Mayfair Homecare - Basingstoke

Not everyone who used the service received personal care. In this service, the Care Quality Commission can only inspect the service received by people who get support with personal care. This includes help with tasks related to personal hygiene and eating. Where people receive such support, we also consider any wider social care provided.

People and relatives told us the registered manager and senior staff were approachable, professional and caring. Senior staff had a good understanding of their role and ensured they had a good working knowledge of people's needs.

People received personalised care in line with their needs. They told us they were involved in developing and reviewing their care plans and that the provider was good at seeking and acting upon their feedback.

People's care plans reflected their needs and clearly outlined which care tasks people required and how they would like this care to be carried out.

People and relatives told us they were treated with kindness, dignity and respect. They told us how the provider had made significant efforts to promote their happiness and wellbeing and that they appreciated the efforts they had gone to achieve this.

The registered manager fostered a positive atmosphere at the service. They had an open and friendly approach to people, relatives, staff and professionals, which helped ensure people were comfortable raising issues or giving their feedback.

The provider was responsive during the COVID-19 pandemic to help ensure people had the care, food and medicines they required. This included taking on additional unpaid duties around shopping, collecting medicines, providing additional care calls and wellbeing checks.

There were enough staff in place to meet people's needs. Staff we spoke to were dedicated in their role and had formed positive working relationships with people and relatives.

Staff received appropriate training and support in their role. They told us that the registered manager and

senior staff were very supportive, approachable and were good role models.

Risks related to people's health and medical conditions were detailed in their care plans. Staff were pro- active in identifying emerging risks and changes in people's health. They were confident in making referrals to professionals or carrying out their instructions for ongoing care.

The registered manager had a good oversight of the service. The team of senior staff were clear in their roles and responsibilities and there were systems in place to monitor and improve the quality and safety of the service.

There were systems to enable office staff to monitor the quality of care responsively, using an electronic care planning system. This included the monitoring of care calls, care notes, incident reports and medicines administration.

There were policies and procedures in place to protect people from the risk of suffering abuse or coming to avoidable harm. There were systems in place to ensure that incidents were appropriately reported, recorded and reflected upon.

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.

For more information, please read the detailed findings section of this report. If you are reading this as a separate summary, the full report can be found on the Care Quality Commission (CQC) website at www.cqc.org.uk

Last rating and update This service was registered with us on 14 October 2019 and this is the first inspection.