This inspection took place on 23 May 2018 and was announced. During our last inspection on 24 August 2016 we found the provider was in breach with Regulation 17 Health and Social Care Act (HSCA) 2008 (Regulated Activities) Regulations 2010. The provider failed to maintain records in relation to persons employed in the carrying on of the regulated activity. The provider was also in breach with Regulation 19 HSCA 2008 (Regulated Activities) Regulations 2010. We found the provider failed to operate an effective recruitment process to ensure that staff were of good character, had the qualifications, skills and experience which was necessary for the work performed by them.

The provider sent us an action plan following our inspection in August 2016 telling us that they had taken the appropriate actions to address the breaches and that they were no longer in breach with the regulations.

We found during this inspection that the provider had undertaken appropriate checks of new prospective staff employed to ensure they were of good character, had the qualifications, skills and experience required to work and support people who used the service.

Mercyland Care Limited is a domiciliary care agency. It provides personal care to ten people living in their own houses and flats in the community. It provides a service to older adults some of them may have dementia. Not everyone using Mercyland Care Limited receives regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided. Since our last inspection the provider has moved the location to a new office building, the registered manager told us that this was to reduce costs and due to issues, they had with the previous landlord.

A manager was registered with the Care Quality Commission (CQC). A registered manager is a person who has registered with the CQC 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.

We found that appropriate systems, processes and practices were adhered to ensure people who used the service were safeguarded from abuse. Risk to people was assessed and management plans were put into place to ensure people were not at risk of receiving unsafe personal care. People told us that the agency provided sufficient staff suitable to meet their needs. Where people received support with medicines appropriate systems were followed to ensure the proper and safe use of medicines. Staff followed appropriate infection control procedures to minimise the risk of spreading infections. Since our last inspection, Mercyland Care Limited did not have to deal with any incidents or accidents in relation to carrying out the regulated activity, but we were told by the registered manager that any accidents and incidents would be discussed during care workers meetings.

New prospective people who used the service had been assessed to ensure the service was able to meet people’s needs. Care workers had access to a wide range of training and were supported to develop their skills and knowledge to deliver effective care. Where required people’s dietary needs were documented in their care plans and appropriate care was provided to people who used the service. Care workers would contact emergency services if required. People who used the service had a designated representative if this was required to ensure consent was sought in line with legislation and guidance.

People who used the service told us they were treated with kindness and respect. We saw that people and their relatives could express their views and were actively involved in making decisions in relation to their care. Care workers told us that they ensured people’s pr

This inspection took place on 24 August 2016 and was announced.

Mercyland Care is a domiciliary care service delivering personal care to adults. At the time of the inspection the service was providing care and support to four people in their homes.

The service had a registered manager at the time of the inspection. 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 service was not safe. People received support from staff who were recruited through an unsafe process. CQC is considering the appropriate regulatory response to resolve the problems we found in respect of the regulation. We will report on action we have taken in respect of this breach when it is complete.

People’s risks were assessed and plans were in place to protect them from avoidable harm. Staff had the knowledge and procedures to keep people safe from abuse and there were enough staff available to support people safely. People were supported to take their medicines as prescribed.

People had care delivered by trained and supervised staff. People’s rights in relation to their mental capacity were upheld and people gave consent to the support they received. People ate healthily and were supported with health appointments when required.

People and their relatives told us the staff were caring. Staff knew people’s preferences, respected people’s confidentiality and privacy.

The care people received was personalised. People’s needs were assessed and care plans provided guidance to staff on meeting people’s needs. People and their relatives knew how to make a complaint and their views about the service were sought.

The provider’s auditing systems failed to detect unsafe documentation within staff files. CQC is considering the appropriate regulatory response to resolve the problems we found in respect of the regulation. We will report on action we have taken in respect of this breach when it is complete.

People, relatives and staff expressed confidence in the registered manager. Care records contained up to date information and care quality was checked. The service liaised with other health and social care organisations.