We undertook an inspection of MHA Care at Home – Alexander Branch on 3 October 2018. The inspection was announced, which meant that the provider knew we would be visiting. This is because we wanted to ensure that the provider, or someone who could act on their behalf, would be available to support the inspection.

MHA Care at Home - Alexander Branch is a domiciliary care and extra care housing service that is registered to provide personal care to people living in the flats owned by Methodist Homes at Walcot Court. There were 16 people receiving personal care at the time of our inspection.

At our last inspection we rated the service good. At this inspection we found the evidence continued to support the rating of good and there was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

At this inspection we found the service remained good.

People received a safe service and were suitably protected from potential abuse and risks to their health through risk assessments and safe medicines management.

Staff received training, frequent supervision sessions and appraisals, this meant that staff had the skills and knowledge to meet the needs of people.

People were assisted to access healthcare services when required. Care plans were sufficiently detailed and reflected people’s wishes and preferences. The service organised various activities and this meant that people were not at risk from social isolation.

Interactions between staff and people were caring, staff knew people well and treat them as individuals.

There was a clear staff structure and positive team culture. People, staff and relatives spoke positively about the registered manager.

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

Further information is in the detailed findings below

The inspection took place on 17 March 2016 and was announced. The provider was given 48 hours’ notice because we wanted to make sure the provider, or someone who could act on their behalf, would be available to support the inspection.

MHA Care at Home-Alexander Branch was last inspected on 12 February 2014 and was meeting the legal requirements.

MHA Care at Home is a domiciliary care and extra care housing service that is registered to provide personal care to people living in the flats owned by Methodist Homes at Walcot Court. There were 15 people receiving personal care at the time of our visit.

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.

People felt safe and supported by the staff. People knew the staff well and staff knew the individual needs and preferences of the people they provided personal care for.

Staff received training and supervision which helped them to do their jobs well. Care and support plans provided detailed information about the care and support people needed. People were supported to maintain their health and were referred to other external health professional when needed.

People’s rights were protected because staff understood their responsibilities with regard to the Mental Capacity Act 2005.

People were cared for in a compassionate and respectful way. People were provided with person centred care which encouraged choice and independence.

People were positive about the registered manager. People felt confident they could raise concerns which would be listened to and addressed by the manager. Monitoring systems were in place and actions were taken to improve the service. Opportunities were available for people to provide feedback about the service.

MHA Care at Home have offices based at Walcot Court and a member of staff is available 24 hours a day. The agency only provides personal care or support to people living at Walcot Court.

We found that staff consulted with people who used the service or their advocates in order to gain their consent. People's health and welfare needs were being met and they were happy with the support provided.

We found the management of medicines to be safe and appropriate to people's needs. Staff were competent and well supported by the management team.

The quality of the service was being monitored and systems were in place to manage risks to people's health, welfare and safety.

A staff member told us people who lived in the flats owned by the provider could choose to use their domiciliary service or any another service. They said nine people of the 39 who lived in the flats, owned by the provider, chose to have their personal care needs met by the service. They said ”if people come to live in the flats and they have another domiciliary care service then we respect their choice.”

We saw the staff, who were on duty at the time of the site visit, were caring and kind in their manner towards the people who used the service.

People told us they knew about their care plans and met with staff members to agree their content. We saw care files were kept in people's rooms. One person told us ”I do feel I have a say in what happens. The staff help me live my life in the way I want to.”

We spoke with three people who used the service and each told us they felt they were cared for safely.

The people who used the service that we met and talked with were overall very positive about the staff and the way they were supported by them. One person said "I'm really happy here. The staff listen to what we say. Another person told us “they help me in the way I want. I'm very happy with the service I get here."