# Cayon Care Service

*Operated by Miss Petronella Manners.*

Cayon Care Service is a CQC-regulated home-care agency in Birmingham.

## CQC Ratings

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

Rating published: 24/04/2019

## Practical info

- Postcode: B45 9AH
- Local authority: Birmingham
- Region: West Midlands
- City: Birmingham
- Last CQC check: 24/Apr/2019 - 00:00

## Inspection findings

### caring

- Finding
  - Involvement in care planning
  - Published: 2021-10-30
- Finding
  - Relationships and dignity
  - Published: 2021-10-30

### effective

- Finding
  - Staff supervision and appraisal
  - Published: 2021-10-30
- Finding
  - Nutrition and hydration monitoring
  - Published: 2021-10-30
- Finding
  - Mental Capacity Act compliance
  - Published: 2021-10-30
- Finding
  - Staff training and development
  - Published: 2021-10-30

### Other

- Finding
  - Evidence: Consistent staffing provided continuity of care, valued highly by the person and their relative.
  - Published: 2021-10-30
- Finding
  - Evidence: The person and their relative knew how to raise concerns and reported that concerns had been addressed appropriately.
  - Published: 2021-10-30
- Finding
  - Evidence: Staff received supervision and spot checks with constructive feedback to aid development.
  - Published: 2021-10-30
- Finding
  - Evidence: The person and their relative were involved in care reviews and felt listened to.
  - Published: 2021-10-30
- Finding
  - Evidence: The person was treated with respect and dignity, and staff encouraged independence where possible.
  - Published: 2021-10-30
- Finding
  - Evidence: Staff had developed a positive, long-standing relationship with the person using the service and their relative, who described the carer as 'part of the family'.
  - Published: 2021-10-30
- **complaints_handling** _(minor)_
  - Evidence: The registered provider had taken appropriate action in response to a specific concern however this had not been done within the timeframe outlined in their own complaints policy.
  - Published: 2021-10-30
- **incident_learning** _(moderate)_
  - Evidence: When an issue had arisen there was no record of action the provider had taken to address the failure and they were unable to recall what action had been taken.
  - Published: 2021-10-30
- **medication_management** _(moderate)_
  - Evidence: There were outdated medicines prescriptions in the person's care plan and generic guidance had been added to the person's care plan which did not apply to or reflect their needs.
  - Published: 2021-10-30
- **consent_capacity** _(moderate)_
  - Evidence: The registered provider and staff did not demonstrate a clear awareness or understanding of the MCA and staff had not received training in this area.
  - Published: 2021-10-30
- **record_keeping** _(moderate)_
  - Evidence: The registered provider had not maintained complete records to demonstrate compliance with the regulations.
  - Published: 2021-10-30
- **governance** _(critical)_
  - Evidence: Failure to maintain the quality of the service...is a breach of Regulation 17 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.
  - Published: 2021-10-30
- **care_planning** _(moderate)_
  - Evidence: The person's care plan did not provide clear guidance to staff about the person's support needs and risks associated with this or other conditions.
  - Published: 2021-10-30
- **staff_training** _(moderate)_
  - Evidence: The registered provider had failed to arrange such training for staff despite their intention to refresh staff training every two years.
  - Published: 2021-10-30
- **safeguarding** _(critical)_
  - Evidence: Staff had not received safeguarding training and clear guidance for reporting concerns were not available to staff or people using the service.
  - Published: 2021-10-30
- Finding
  - Evidence: Deputy manager actively monitored care call times and undertook unannounced competency checks on staff
  - Published: 2021-10-30

### responsive

- Finding
  - Complaints handling
  - Published: 2021-10-30
- Finding
  - Person-centred care
  - Published: 2021-10-30

### safe

- Finding
  - Medicines management
  - Published: 2021-10-30
- Finding
  - Recruitment practices
  - Published: 2021-10-30
- Finding
  - Safeguarding training and guidance
  - Published: 2021-10-30
- Finding
  - Risk management
  - Published: 2021-10-30

### well_led

- Finding
  - Regulatory compliance and oversight
  - Published: 2021-10-30
- Finding
  - Governance and quality assurance
  - 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/1-2694955657

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