Operated by Multicare Services (UK) Limited

Multicare Services - Maylands Building

Requires improvementRated 22/06/2023Home care · Hemel Hempstead

CQC Key Questions

Safe

Requires improvement

People are protected from abuse and avoidable harm.

Effective

Good

Care achieves good outcomes and quality of life.

Caring

Good

Staff treat people with compassion, dignity, respect.

Responsive

Good

Services are tailored to people's needs.

Well-led

Requires improvement

Leadership and culture support quality care.

What inspectors found

30 findings

Note27 Jul 2023
Supporting people to express their views and be involved in making decisions about their care
Note27 Jul 2023
Ensuring people are well treated and supported; respecting equality and diversity
Note27 Jul 2023
Respecting and promoting people's privacy, dignity and independence

Note27 Jul 2023
Ensuring consent to care and treatment in line with law and guidance
Note27 Jul 2023
Staff working with other agencies to provide consistent, effective, timely care
Note27 Jul 2023
Supporting people to eat and drink enough to maintain a balanced diet
Note27 Jul 2023
Staff support: induction, training, skills and experience
Note27 Jul 2023
Assessing people's needs and choices; delivering care in line with standards, guidance and the law

Note27 Jul 2023
Provider was responsive to inspection feedback and took prompt remedial action.
Note27 Jul 2023
Feedback sought regularly from people and families via telephone surveys.
Note27 Jul 2023
Staff spot checks and competency assessments were completed with system-generated reminders.
Note27 Jul 2023
Service worked with other agencies such as district nurses to support people's health needs.
Note27 Jul 2023
Positive feedback from the majority of people and relatives about the quality and kindness of care staff.
Note27 Jul 2023

Note27 Jul 2023
End of life care and support
Note27 Jul 2023
Meeting people's communication needs
Note27 Jul 2023
Planning personalised care to ensure people have choice and control and to meet their needs and preferences
Note27 Jul 2023
Improving care quality in response to complaints or concerns

Note27 Jul 2023
Preventing and controlling infection
Note27 Jul 2023
Learning lessons when things go wrong
Note27 Jul 2023
Assessing risk, safety monitoring and management
Note27 Jul 2023
Staffing and recruitment
Note27 Jul 2023
Using medicines safely
Note27 Jul 2023
Systems and processes to safeguard people from the risk of abuse

Note27 Jul 2023
Working in partnership with others
Note27 Jul 2023
Continuous learning and improving care
Note27 Jul 2023
Engaging and involving people using the service, the public and staff
Note27 Jul 2023
Promoting a positive culture that is person-centred, open, inclusive and empowering
Note27 Jul 2023
Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements