Radis Community Care (Millbrook House) is registered to provide personal care to people living in their own homes. During the inspection personal care was provided to 22 people, all of whom lived within Millbrook House.

Our last inspection took place on 21 and 24 September 2015 and as a result of our findings we asked the provider to make improvements to medicines management, the application of the Mental Capacity Act 2005, and monitoring the quality of the service provision. We received an action plan detailing how and when the required improvements would be made by.

This unannounced inspection took place on 14 November 2016. There were 17 people receiving care at that time. We found that sufficient improvements had been made in regard to all areas.

The service had a registered manager in place. 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.

There were systems in place to ensure the ongoing suitability of staff to work with people who used the service. Staff were trained to meet the needs of the people they provided a service to. They were well supported by their managers. There were sufficient staff to meet people’s assessed needs.

Systems were in place to ensure people’s safety was effectively managed. Staff were aware of the procedures for reporting concerns and of how to protect people from harm. People were supported to manage their prescribed medicines safely. People’s health, care and support needs were effectively met and monitored.

People’s rights to make decisions about their care were respected. Where people did not have the mental capacity to make decisions, they had been supported in the decision making process.

People received care and support from staff who were kind, caring, pleasant and respectful to the people they were caring for. Staff treated people with dignity and respect. People were involved in the writing and reviewing of their care plans.

Care records were detailed and provided staff with sufficient guidance to provide consistent care to each person. Changes to people’s care was kept under review to ensure the change was effective.

The registered manager was supported by a staff team that included team leaders and care workers. The service was well run and staff, including the registered manager, were approachable. People and relatives were encouraged to provide feedback on the service in various ways both formally and informally. There were systems in place to monitor the quality of the service. When areas for improvement were identified action was taken to address the shortfalls.

Radis Community Care (Millbrook House) is registered to provide personal care to people living in their own homes. During this inspection personal care was provided to 22 people, all of whom lived within Millbrook House.

The service had a registered manager in place. 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.

Our last inspection took place on 19 and 26 August 2014 and as a result of our findings we asked the provider to make improvements to staff knowledge and application of the Mental Capacity Act 2005, care planning and risk assessment, the management of medicines and assessing and monitoring the quality of the service provision. We received an action plan detailing how and when the required improvements would be made by.

This announced inspection took place on 21 September 2015. We found that sufficient improvements had been made to ensure people care was effectively planned and risks managed. Although improvements had been made in the other areas, there were shortfalls in the management of medicines, the application of the Mental Capacity Act 2005 and the governance of the service. You can see what action we told the provider to take at the back of the full version of the report.

People were not always supported to manage their prescribed medicines safely. Systems were in place to ensure people’s safety was effectively managed. Staff were aware of the procedures for reporting concerns and of how to protect people from harm.

Staff were only employed after the provider carried out satisfactory pre-employment checks. Staff were trained and well supported by their managers. There were sufficient staff to meet people’s assessed needs.

The CQC monitors the operations of the Mental Capacity Act 2005 (MCA) and the Deprivation of Liberty Safeguards (DoLS) which applies to care services. People’s decisions were respected. However, where people did not have the mental capacity to make decisions, processes had not been followed to protect people from unlawful restriction and unlawful decision making.

People’s health and care needs were effectively met.

People received care and support from staff who were kind, friendly, caring and respectful.

Staff respected people’s privacy and dignity. People were encouraged to express their views on the service provided and the care planning process. People’s care records were detailed and provided staff with sufficient guidance to provide consistent care to each person. Changes to people’s care needs was kept under review to ensure any changes to the care provided was effective.

The registered manager managed three other services in addition to this one. The registered manager was supported by a team leader and care workers. People felt listened to and the registered manager used their feedback, together with audits of the service to drive improvement. However, the provider’s quality assurance system was not always effective and did not effectively assess and monitor the quality of the service.

We found three breaches of the Health and Social Care Act (Regulated Activities) Regulations 2014. You can see what action we told the provider to take at the back of the full version of the report.