# Mooncare Limited (Domiciliary Agency)

*Operated by Mooncare Limited.*

Mooncare Limited (Domiciliary Agency) is a CQC-regulated home-care agency in London.

## CQC Ratings

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

Rating published: 05/02/2020

## Practical info

- Postcode: E14 8LH
- Local authority: Tower Hamlets
- Region: London
- City: London
- Last CQC check: 05/Feb/2020 - 00:00

## Inspection findings

### caring

- Finding
  - Cultural and religious needs
  - Published: 2021-10-30
- Finding
  - Kindness, compassion and dignity
  - Published: 2021-10-30

### effective

- Finding
  - Meeting nutritional needs
  - Published: 2021-10-30
- Finding
  - Staff training
  - Published: 2021-10-30
- Finding
  - Staff supervision and support
  - Published: 2021-10-30
- Finding
  - Mental Capacity Act and consent
  - Published: 2021-10-30

### Other

- Finding
  - Evidence: Registered manager described as approachable, empathetic and effective, with plans for independent supervision and leadership development
  - Published: 2021-10-30
- Finding
  - Evidence: Quality assurance systems in place including audits of daily records, spot checks and annual satisfaction surveys
  - Published: 2021-10-30
- Finding
  - Evidence: Complaints process improved with new written and pictorial guidance produced in accessible formats
  - Published: 2021-10-30
- Finding
  - Evidence: Provider employed multilingual staff (Bengali, Hindi) enabling cultural matching with people using the service
  - Published: 2021-10-30
- Finding
  - Evidence: Care plans extensively revised to reflect person-centred support, individual preferences, cultural and religious needs
  - Published: 2021-10-30
- Finding
  - Evidence: Broad training programme developed including mental health awareness, mental capacity, equality and diversity, and health and social care qualifications
  - Published: 2021-10-30
- Finding
  - Evidence: Staff received MCA training and demonstrated understanding of key principles and application in practice
  - Published: 2021-10-30
- Finding
  - Evidence: Medicines policy updated with comprehensive guidance for staff, and all staff received medicines training
  - Published: 2021-10-30
- Finding
  - Evidence: Effective recruitment practices in place including two verified references, DBS checks and proof of eligibility to work in the UK
  - Published: 2021-10-30
- Finding
  - Evidence: Relatives reported staff were kind, trustworthy and made people feel safe, with consistent allocation of one or two familiar staff members
  - Published: 2021-10-30
- **care_planning** _(minor)_
  - Evidence: the care plans did not contain recent assessments and reviews carried out by external professionals such as people's social workers, psychologists and/or occupational therapists
  - Published: 2021-10-30
- **complaints_handling** _(minor)_
  - Evidence: the provider had used an incorrect address for people and their relatives to contact the Care Quality Commission
  - Published: 2021-10-30
- **record_keeping** _(minor)_
  - Evidence: the registered manager had not effectively audited records written by staff; a member of staff had used inappropriate terminology during a one-to-one supervision meeting and there was no record of any discussions
  - Published: 2021-10-30

### responsive

- Finding
  - Activities and community engagement
  - Published: 2021-10-30
- Finding
  - Complaints handling
  - Published: 2021-10-30
- Finding
  - Person-centred care planning
  - Published: 2021-10-30

### safe

- Finding
  - Infection control
  - Published: 2021-10-30
- Finding
  - Medicines management
  - Published: 2021-10-30
- Finding
  - Safe recruitment practices
  - Published: 2021-10-30
- Finding
  - Staffing consistency and reliability
  - Published: 2021-10-30
- Finding
  - Safeguarding people from abuse
  - Published: 2021-10-30

### well_led

- Finding
  - Learning and continuous improvement
  - Published: 2021-10-30
- Finding
  - Leadership and management
  - Published: 2021-10-30
- Finding
  - Quality assurance and governance systems
  - Published: 2021-10-30

## 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/1-219239156

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