Operated by Mercylink Care Services Ltd

Mercylink Care Cambridgeshire

Requires improvementRated 11 Oct 2022Home care · Cambridge

CQC Key Questions

Safe

Requires improvement

People are protected from abuse and avoidable harm.

Effective

Requires improvement

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

Note25 Nov 2022
Respecting and promoting people's privacy, dignity and independence
Note25 Nov 2022
Supporting people to express their views and be involved in making decisions about their care
Note25 Nov 2022
Ensuring people are well treated and supported; respecting equality and diversity

Note25 Nov 2022
Ensuring consent to care and treatment in line with law and guidance
Note25 Nov 2022
Staff working with other agencies to provide consistent, effective, timely care
Note25 Nov 2022
Supporting people to eat and drink enough to maintain a balanced diet
Note25 Nov 2022
Assessing people's needs and choices; delivering care in line with standards, guidance and the law
Note25 Nov 2022
Staff support: induction, training, skills and experience

Note25 Nov 2022
Registered manager worked collaboratively with external health and social care professionals
Note25 Nov 2022
Good infection control practices with adequate PPE supply and COVID-19 risk assessments in place
Note25 Nov 2022
Complaints were investigated and resolved, with patterns analysed as part of governance systems
Note25 Nov 2022
Staff supported people to maintain independence and remain in their own homes
Note25 Nov 2022
Sufficient staffing levels with no missed care call visits reported; staff communicated proactively about delays
Note25 Nov 2022

Note25 Nov 2022
End of life care and support
Note25 Nov 2022
Improving care quality in response to complaints or concerns
Note25 Nov 2022
Meeting people's communication needs
Note25 Nov 2022
Planning personalised care to ensure people have choice and control and to meet their needs and preferences

Note25 Nov 2022
Learning lessons when things go wrong
Note25 Nov 2022
Preventing and controlling infection
Note25 Nov 2022
Staffing and recruitment
Note25 Nov 2022
Systems and processes to safeguard people from the risk of abuse
Note25 Nov 2022
Using medicines safely
Note25 Nov 2022
Assessing risk, safety monitoring and management

Note25 Nov 2022
Working in partnership with others
Note25 Nov 2022
Engaging and involving people using the service, the public and staff
Note25 Nov 2022
How the provider understands and acts on the duty of candour
Note25 Nov 2022
Promoting a positive culture that is person-centred, open, inclusive and empowering
Note25 Nov 2022
Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements