# Milestones Support Services

*Operated by Milestones Private Limited.*

Milestones Support Services is a CQC-regulated home-care agency in Coventry.

## CQC Ratings

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

Rating published: 03/06/2023

## Practical info

- Postcode: CV6 5SF
- Registered manager: Gatsi, Mavis
- Local authority: Coventry
- Region: West Midlands
- City: Coventry
- Last CQC check: 03/Jun/2023 - 00:00

## Inspection findings

### Other

- Finding
  - Evidence: Service worked within principles of the MCA and staff obtained consent before providing care.
  - Published: 2023-06-03
- Finding
  - Evidence: Registered manager was approachable, transparent during inspection, and acknowledged areas for improvement.
  - Published: 2023-06-03
- Finding
  - Evidence: Care plans included personalised information about likes, dislikes, preferences, and communication needs.
  - Published: 2023-06-03
- Finding
  - Evidence: Staff wore appropriate PPE and had received infection prevention and control training.
  - Published: 2023-06-03
- Finding
  - Evidence: Staff received medicines training; families were satisfied with medicines support; GPs contacted appropriately for repeated refusals.
  - Published: 2023-06-03
- Finding
  - Evidence: Families spoke positively about staff being caring, respectful of dignity, privacy, and cultural needs.
  - Published: 2023-06-03
- Finding
  - Evidence: People were supported by a consistent small staff team ensuring continuity of care.
  - Published: 2023-06-03
- **consent_capacity** _(minor)_
  - Evidence: Some staff were not clear in their knowledge of the MCA despite having completed training.
  - Published: 2023-06-03
- **other** _(critical)_
  - Evidence: Statutory notifications had not been sent to us as required. This is information about important events such as police contact which the provider is required to send to us by law.
  - Published: 2023-06-03
- **record_keeping** _(moderate)_
  - Evidence: Daily records staff completed did not reflect the times staff arrived or times when specific care was provided to people to demonstrate this was in accordance with expectations.
  - Published: 2023-06-03
- **safeguarding** _(moderate)_
  - Evidence: There was a system to support the service in managing abuse to safeguard people but there was no central record of safeguarding concerns.
  - Published: 2023-06-03
- **incident_learning** _(moderate)_
  - Evidence: During our last inspection it was identified that recruitment records were not sufficiently robust. This continued to be the case. Lessons had not been learnt.
  - Published: 2023-06-03
- **governance** _(critical)_
  - Evidence: Systems to monitor the quality and safety of the service did not ensure all aspects of the service were checked to drive improvement.
  - Published: 2023-06-03
- **staffing_levels** _(critical)_
  - Evidence: Staff who had transferred into the service did not have completed references and a Disclosure and Barring Service (DBS) check in place before they started work.
  - Published: 2023-06-03
- **care_planning** _(critical)_
  - Evidence: Risks were not always fully assessed to ensure people and staff were kept safe from harm. This included some risks associated with behaviours which had resulted in injuries to people.
  - Published: 2023-06-03

## 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/1-5093507620

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