# Mandalay

*Operated by Avenues East.*

Mandalay is a CQC-regulated home-care agency in Saffron Walden.

## CQC Ratings

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

Rating published: 24/01/2024

## Practical info

- Postcode: CB10 2YY
- Registered manager: Greenslade, Maddison
- Local authority: Essex
- Region: East
- City: Saffron Walden
- Last CQC check: 24/Jan/2024 - 00:00

## Inspection findings

### caring

- Finding
  - Respecting and promoting people's privacy, dignity, and independence
  - Published: 2024-02-22
- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2024-02-22
- Finding
  - Ensuring people are well treated and supported, respecting equality and diversity
  - Published: 2024-02-22

### effective

- Finding
  - Supporting people to live healthier lives, access healthcare services and support
  - Published: 2024-02-22
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2024-02-22
- Finding
  - Assessing people's needs and choices, delivering care in line with standards, guidance, and the law
  - Published: 2024-02-22
- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2024-02-22
- Finding
  - Staff support: induction, training, skills, and experience
  - Published: 2024-02-22

### Other

- Finding
  - Evidence: Effective infection prevention and control measures were in place with adequate PPE and up-to-date IPC policy.
  - Published: 2024-02-22
- Finding
  - Evidence: Staff felt supported and were able to raise concerns with management; the culture was described as open and inclusive.
  - Published: 2024-02-22
- Finding
  - Evidence: People had access to information in accessible formats including pictorial images, one-page profiles, and visual daily planners.
  - Published: 2024-02-22
- Finding
  - Evidence: The service worked effectively with other professionals including local authority, speech and language therapists, learning disability nurses, and GPs.
  - Published: 2024-02-22
- Finding
  - Evidence: Safe recruitment processes were followed including DBS checks, references, and identification checks.
  - Published: 2024-02-22
- Finding
  - Evidence: People were supported to pursue chosen activities, maintain independence, and access community with staff facilitating outings, hobbies, and social engagement.
  - Published: 2024-02-22
- Finding
  - Evidence: Staff knew people well and supported them in a kind, caring and dignified way; relatives consistently reported people felt safe and respected.
  - Published: 2024-02-22

### responsive

- Finding
  - End of life care and support
  - Published: 2024-02-22
- Finding
  - Supporting people to develop and maintain relationships to avoid social isolation
  - Published: 2024-02-22
- Finding
  - Meeting people's communication needs
  - Published: 2024-02-22
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences
  - Published: 2024-02-22
- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2024-02-22

### safe

- Finding
  - Preventing and controlling infection
  - Published: 2024-02-22
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2024-02-22
- Finding
  - Assessing risk, safety monitoring and management; Learning lessons when things go wrong
  - Published: 2024-02-22
- Finding
  - Using medicines safely
  - Published: 2024-02-22
- Finding
  - Staffing and recruitment
  - Published: 2024-02-22

### well_led

- Finding
  - Continuous learning and improving care; Working in partnership with others
  - Published: 2024-02-22
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2024-02-22
- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2024-02-22
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive, and empowering
  - Published: 2024-02-22
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks, and regulatory requirements
  - Published: 2024-02-22

## 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/1-14369622089

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