# Master Quality Health Care Services

*Operated by Master Quality Healthcare Services Ltd.*

Master Quality Health Care Services is a CQC-regulated home-care agency in St. Helens.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Requires improvement |
| Safe | Requires improvement |
| Effective | Good |
| Caring | Good |
| Responsive | Good |
| Well-led | Requires improvement |

Rating published: 20/06/2023

## Practical info

- Postcode: WA10 1QU
- Registered manager: Matuka, Jacqueline
- Local authority: St. Helens
- Region: North West
- City: St. Helens
- Last CQC check: 20/Jun/2023 - 00:00

## Inspection findings

### caring

- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2023-06-20
- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2023-06-20
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2023-06-20

### effective

- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2023-06-20
- Finding
  - Staff working with other agencies to provide consistent, effective, timely care
  - Published: 2023-06-20
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2023-06-20
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2023-06-20
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2023-06-20

### Other

- Finding
  - Evidence: People and family members knew how to raise concerns and reported the registered manager responded quickly.
  - Published: 2023-06-20
- Finding
  - Evidence: Family members had access to their relative's electronic care records to monitor care received.
  - Published: 2023-06-20
- Finding
  - Evidence: Staff received induction linked to the Care Certificate, training, supervision and spot checks.
  - Published: 2023-06-20
- Finding
  - Evidence: Sufficient numbers of staff were available to meet the needs of people, with appropriate recruitment checks in place.
  - Published: 2023-06-20
- Finding
  - Evidence: Staff were described as caring, respectful and flexible by people using the service and their families.
  - Published: 2023-06-20
- Finding
  - Evidence: People told us they felt safe when their care and support was delivered.
  - Published: 2023-06-20
- **record_keeping** _(minor)_
  - Evidence: Prior to the service beginning the registered manager visited the person to discuss their needs. These visits were not recorded.
  - Published: 2023-06-20
- **care_planning** _(minor)_
  - Evidence: Care plans were person centred but required more detail.
  - Published: 2023-06-20
- **record_keeping** _(moderate)_
  - Evidence: During the inspection, records and monitoring systems were not always available, functional or effective. Issues with the electronic system prevented a full assessment.
  - Published: 2023-06-20

### responsive

- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2023-06-20
- Finding
  - Meeting people's communication needs
  - Published: 2023-06-20
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences
  - Published: 2023-06-20

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2023-06-20
- Finding
  - Preventing and controlling infection
  - Published: 2023-06-20
- Finding
  - Staffing and recruitment
  - Published: 2023-06-20
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-06-20
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2023-06-20
- Finding
  - Using medicines safely
  - Published: 2023-06-20

### well_led

- Finding
  - Continuous learning and improving care; Working in partnership with others
  - Published: 2023-06-20
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2023-06-20
- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2023-06-20
- Finding
  - Promoting a positive culture; Managers and staff being clear about their roles and understanding quality performance, risks and regulatory requirements
  - Published: 2023-06-20

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-11170735980

HomeCare Compass is an independent guide and is not affiliated with the CQC.