Sandy care agency failed to monitor whether visits were received

PUBLISHED: 09:45 07 September 2018 | UPDATED: 09:45 07 September 2018

Archant

A care agency for people living with disabilities, dementia and sensory impairments has been told it must improve after it missed visits and withheld information from an inspector.

The Care Quality Commission found Sandy-based Domriss Care Ltd – trading as Mayfair Homecare Biggleswade – needed to improve in all five key categories of being safe, effective, caring, responsive and well-led.

The CQC report, based on a visit in June, was the first in which the service received an overall ‘requires improvement’ rating.

The inspection team, made up of an inspector and an ‘expert-by-experience’ who had used this type of service – found Mayfair Biggleswade had not been monitoring if people had received their visits, and that a minority of appointments had been missed.

“This meant that the leadership of the service did not know if people were safe and had received their care visits,” the inspector wrote. “Records did not accurately evidence if people had consistently had care visits.”

The report recorded how Central Beds Council had become involved to help make sure the service improved, and that people’s risk assessments were not always completed.

It also noted how the service management “did not have a clear knowledge of the most vulnerable people the service supported”, and that staff recruitment checks were not always complete. One member of staff was reported to lack proof of their identity.

The inspector wrote that lessons were not always taken when things went wrong, and that “the management of the service were also not sharing certain events, which they must do by law, with us at the Care Quality Commission”.

These included concerns about people’s safety and a safeguarding referral to the local authority about a person the service was supporting.

Positives highlighted in the report related to service users’ feedback about how they received medicines. Clients also spoke positively about how caring and kind staff were towards them.

“People told us that the care they received had improved recently in terms of seeing regular staff at their agreed times,” the inspector added.

“As a result of this people said that they would recommend the service to others.”

The inspection took place at a time when there was no registered manager in place. A manager has since taken over.

Mayfair Homecare is yet to respond to the Comet’s request for comment.

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