About the service: Midlands Medicare Agency Ltd is a domiciliary care agency. On the day of our inspection three people were receiving care and support from Midlands Medicare Agency Ltd.

People’s experience of using this service:

The service was safe. There were systems and processes in place to protect people from harm. Medicines were managed safely and only administered by suitably trained and competent staff. Recent recruitment processes were robust although at the time of the inspection we were not able to evidence the recruitment of the care co-ordinator had been thorough. We have made a recommendation about the recruitment of staff.

The relative we spoke with felt staff had the skills and knowledge to meet their relative’s needs. Staff had received training in a variety of topics. Although staff received an induction, this process was not recorded. We also found the provision of staff’s supervision and field based competency checks was inconsistent. We have made a recommendation regarding staff support.

Staff supported people to have maximum choice and control of their lives, although care records for one person did not evidence the service was meeting all the requirements of the Mental Capacity Act 2005.

Staff were caring and kind. People were treated with dignity and respect.

Care records were detailed and person centred, reflecting the care and support people required. Records were reviewed and updated at regular intervals. Care records included contact information for other health professionals who were involved in their care.

The registered manager was clear in their desire to provide person-centred and high-quality care to everyone who used the service. Staff and people felt the service was well managed. There was a system in place to audit records and seek feedback from people who used the service. The registered provider had implemented an electronic system to improve their management of staff. They had also engaged an organisation to provide policies, procedures and support with audits.

Rating at last inspection:

This is Midlands Medicare Agency Ltd.’s first inspection since its registration on 17 January 2018.

Why we inspected:

This was a planned inspection.

Follow up:

We will continue to monitor the service to ensure that people receive safe, compassionate, high quality care. Further inspections will be planned for future dates.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk