This inspection took place on the 28 August and 29 August 2018 and was announced.

This service is a domiciliary care agency. It gives personal care to people living in their own houses. It provides a service to older adults. Not everyone using Mayfair Care Service Ltd receives regulated activity; CQC only inspects the service being received by people provided with ‘personal care;’ and help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. On the day of our inspection, there were 54 people using the service, all of which received personal care.

Positive feedback had been received, and a good standard of care and support was being delivered. The management team and staff continued to find ways to improve the service and it was passionate about caring for people, including those with dementia. The vision and the value of the service to 'respect people and their right to privacy, by providing care in a person centred and flexible way.’

Staff had a good understanding of people's needs and provided person centred care which put people at the heart of the service. They continued to find ways of supporting people to have a good quality of life and maintained their independence.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

Staff have a good understanding of systems in place to manage medicines, safeguarding matters and behaviours that were challenging to others. People's medicines were managed so that they received their medication in the right time and in the right way. There was sufficient staff available to ensure people's wellbeing, safety and security was protected. Robust recruitment and selection processes were in place.

Staff were compassionate, kind and caring and had developed good relationships with people using the service. People were comfortable in the presence of staff. Relatives confirmed the staff were caring and looked after people very well. People were provided with the care, support and equipment they needed to stay independent.

Staff understood the importance of supporting people to have a good end of life as well as living life to the full whilst they were fit and able to do so. End of life care plans included people's wishes to ensure their passing was comfortable, pain free and as peaceful as possible. When people's lives ended, their wishes and instructions were carried out.

People were involved with care planning and staff knew people well and were aware of their personal histories. People who used the service felt they were treated with kindness and said their privacy and dignity was respected. Positive relationships had developed between people and the staff that supported them. Information included guidance for staff so they could follow a structured approach to recognise and manage people’s health conditions.

Robust systems were in place to seek the views of people who used the service, and check the quality. Spot checks, care planning review meetings and audits were carried out on a regular basis. People’s feedback about the service they received were integrally used, to review the service and to make improvements. People had positive relationships with staff members spoke positively about the service. There was a strong value base to ensure staff were caring and compassionate.

Further information is in the detailed findings below.

This inspection took place on 22 and 25 April 2016. We also completed telephone interviews with people using the service, a relative and staff on 26 April 2016.

Mayfair Care Services is registered to provide personal care to people who live in their own home. There were 59 people receiving a service at the time of our inspection.

A registered manager was 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 2008 and associated Regulations about how the service is run. The registered manager was on leave at the time of our inspection and we were assisted by the service manager.

People and their relatives felt confident that people were safe and secure when receiving care in their own homes. Staff knew how to identify potential abuse and report concerns. People were supported to take their medicines safely. Potential risks to people’s health and well-being were identified, reviewed and managed effectively to support people to have as much independence as possible while keeping them safe. While some additional records needed to be included, staff recruitment processes were thorough to ensure staff employed at the service were suitable and able to work with vulnerable people. There were sufficient numbers of suitable staff available to meet people’s individual needs.

People received their care and support from a staff team that had a full understanding of people's care needs and the skills and knowledge to meet them. The service manager understood the requirements of the Mental Capacity Act 2005 (MCA) and the associated Deprivation of Liberty Safeguards (DoLS). Staff obtained people’s consent before providing any support and respected people’s right to make their own decisions. People were supported to maintain good health and they were supported to access health care professionals when necessary. They were provided with appropriate levels of support to help them choose a diet that met their individual needs and preferences.

People’s dignity and privacy was respected and people found the staff to be reliable, friendly and caring. Staff developed positive and caring relationships with the people they supported.

People and their relatives where appropriate, were fully involved in the planning, delivery and reviews of the support provided. Care records included people’s preferences and individual needs so that staff had clear information on how to give people the support that they needed. People confirmed they received the care they required.

People knew the registered manager and service manager and found them to be approachable and available. Systems were in place to monitor and assess the quality of the service people received. People had the opportunity to say how they felt about the service provided.

People told us that the agency’s staff treated them well. They said that Mayfair Care Services had sought their consent prior to their service being provided. People told us that they felt well treated. One person said, “I have no qualms about the service, the agency is excellent, staff are always respectful and considerate.”

We looked at a sample of care files and found them to be detailed and informative. They had been regularly reviewed and updated to reflect any changes. People indicated that their care plans met their needs. We found that staff had been trained and had received regular updates in their training. Staff told us that they were well supported to do their work.

The provider had good record management policies. Records were stored appropriately and quickly located when needed. Staff had been trained in confidentiality and had a good knowledge of the Data Protection Act 1998.

People told us that the agency’s staff treated them well. They said that they were given good information about the service. People told us that the agency’s staff had assisted them to access local amenities.

People told us that they were treated well. One person said that the agency’s staff were second to none and that they always listened to what they had to say. They told us that they had a full assessment before the service started and that they were regularly asked about their care.

People told us that they felt safe when the agency’s staff visited them. They said that they trusted them and felt comfortable when they were in their home. They told us that the staff helped them with their medication and said that they were happy with the way that they did it.

People told us that the office was much better situated now and easier for them to get to. They said that all of the carers that visit them were nice, they told us that they always spoke respectfully to them and apologised and explained if they were late for any reason. People said that the carers knew what they were doing and seemed to be very well trained.

People told us that they were often asked if the service they received was satisfactory. They said that the office always checked to make sure that everything was alright and that they were getting the help that they needed

People told us that they felt well treated. They said that staff treated them with respect and were kind and friendly. People received a detailed pre service assessment of their needs. The care plans were detailed and informative and covered all areas of need. One person said, “They understand my needs and provide the service that I want.”

People told us that they felt safe when the agency’s staff visited them. Staff had been trained in safeguarding adults and they showed a good knowledge of the safeguarding procedures. People told us that the staff knew their job. Staff had received training and updates in a range of subjects relating to their work. This showed that staff are well trained and competent to support people.

People told us that they were very happy with the quality of the service. They said they were regularly asked about the quality of the care they received. People told us that the manager frequently checked to see if they were satisfied with the service. Regular audits had been carried out on the service’s systems and processes to ensure that it remained compliant.

People received safe, effective and compassionate care from a well led service that responds quickly to their changing needs.