This was an announced inspection carried out on 31 October 2016.

Mayday provides domiciliary care services to people living in their own home. The service is registered to provide personal care for adults. The office is situated in Bolton, close to the town centre, parking is limited. The service provides care to people in Bolton and Bury.

The was a registered manager in post. 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 and associated Regulations about how the service is run.

The registered manager is supported by a team of divisional managers, senior staff and administration staff. The registered manager was present throughout the inspection.

At the last inspection carried out in May 2013, we did not identify concerns with the quality of care provided by the service. This is the first rated inspection of this service under the Care Quality Commission (CQC) new way of inspecting. .

The majority of people we spoke with told us they felt safe with their regular carers. However some people were unhappy with the weekend carers who they did not know coming in to their home.

Satisfactory recruitment procedures were in place. This helped to ensure that people who used the service were cared for by people who were suitable to work with vulnerable adults.

We found the service had suitable safeguarding procedures in place to help protect people from the risk of abuse. Staff spoken with demonstrated an understanding of safeguarding and were aware of the whistleblowing procedures.

The care files we looked at had sufficient information to guide staff on the care and daily living tasks to be provided by staff. We saw risk assessments were in place and were reviewed as required.

Accidents and incidents were recorded and any actions required were documented.

New staff undertook an induction programme which included a period of both classroom based and practical training as shadowing experienced staff.

Staff training was on-going. We found that a small number of staff who had recently transferred (TUPE) from one business to Mayday had gaps in their training. This was being addressed by the registered manager.

We looked at staff supervision and annual appraisal records and spoke with staff about the supervision they received.

People who used the service told us the staff were kind and caring and respected their dignity and privacy.

We found that before any care was provided, the service obtained written consent from the person who used the service or their representative.

There was a complaints procedure in place. We found that complaints had been dealt with appropriately and responses and action were recorded.

The service undertook a comprehensive range of checks to monitor the quality of the service delivery. Satisfaction questionnaires were sent out at regular intervals to gain people’s view and opinions about the service they received.

Staff spoken with told us they felt support by their divisional managers and by the registered manager.

Providers are required by law to notify CQC of certain events in the service such as serious injuries, deaths and safeguarding concerns. Records we looked confirmed the CQC had received the required notifications in a timely manner.

We found Mayday Homecare Bureau ensured people who used the service had been provided with information about the services provided. We saw in the care files we looked at there was a signed acknowledgment by stating people had received a Service User Guide when the service commenced.

People we spoke told us. “The service is very good and I am very happy with the care I receive”. Another person said, “The staff are very good, there is a high degree of commitment”.

We saw written feedback from some people who used the service their comments included: ‘The standard of care is very good’.

‘Staff are polite and well mannered’.

‘Very satisfied with the level of care..

Staff spoken with told us, It’s a brilliant agency to work for , I have no concerns”.

Staff we spoke with confirmed they received regular training relevant to their role. They told us they had supervision sessions which included spot checks and appraisals.

Staff said they felt supported by the registered manager and their area managers.

We spoke with two relatives who act on behalf of people who use the service. One said,” The service is absolutely brilliant. The carers arrive on time. I have no complaints”.

Another said, “The carers are very good and helpful, they never let us down”.

We also looked at some of the returned satisfaction questionnaire from March 2012. Some of the comments included:

“I am very happy with my carers”.

And

“Staff are very smart and always wear their ID badges”.

Also

“They always consult me in matters regarding personal care such as bathing and dressing and they always respect my wishes”.