# Mayden Support

*Operated by Mayden Support Ltd.*

Mayden Support is a CQC-regulated home-care agency in Warrington.

## CQC Ratings

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

Rating published: 16/06/2022

## Practical info

- Postcode: WA2 7JJ
- Registered manager: Norman, Catherine
- Local authority: Warrington
- Region: North West
- City: Warrington
- Last CQC check: 16/Jun/2022 - 00:00

## Inspection findings

### Other

- Finding
  - Evidence: People said it was easy to get in touch with the office to speak to someone
  - Published: 2022-06-28
- Finding
  - Evidence: Safeguarding, accidents and other incidents involving people using the service were properly recorded and investigated
  - Published: 2022-06-28
- Finding
  - Evidence: Care staff recruited by the manager had been recruited safely with appropriate pre-employment checks
  - Published: 2022-06-28
- Finding
  - Evidence: People reported feeling safe and well looked after by staff
  - Published: 2022-06-28
- Finding
  - Evidence: People and relatives said staff were kind, caring, supportive and patient
  - Published: 2022-06-28
- **other** _(critical)_
  - Evidence: The provider had failed to notify CQC of the local authority investigation into the recruitment and safeguarding concerns... did not demonstrate they had a clear understanding of their duty of candour responsibilities.
  - Published: 2022-06-28
- **communication_with_families** _(moderate)_
  - Evidence: there was however little evidence that any regular care reviews took place to ensure people's care continued to meet their needs
  - Published: 2022-06-28
- **staffing_levels** _(minor)_
  - Evidence: the manager told us the service was currently experiencing staff shortages. A recruitment drive was underway.
  - Published: 2022-06-28
- **infection_control** _(moderate)_
  - Evidence: the frequency of staff testing did not comply with government guidance, in place at the time of the inspection.
  - Published: 2022-06-28
- **safeguarding** _(critical)_
  - Evidence: the provider had failed to ensure appropriate checks on the suitability of this person had been undertaken prior to appointment. This placed people at unnecessary risk.
  - Published: 2022-06-28
- **leadership** _(critical)_
  - Evidence: There was little evidence that the provider had oversight of the service... neither the manager or provider of the service were able to explain the failings of the service.
  - Published: 2022-06-28
- **governance** _(critical)_
  - Evidence: The governance arrangements in place to audit the quality and safety of the service were not sufficient. The systems in place were poor and ineffective.
  - Published: 2022-06-28
- **record_keeping** _(critical)_
  - Evidence: Records relating to the length of time staff spent providing support to people, were also not accurate... visit records showed visits lasted less than 5 minutes.
  - Published: 2022-06-28
- **missed_or_late_visits** _(moderate)_
  - Evidence: People's visits times did not always correspond with the visit times they had agreed with the service. Visits were sometimes much later or earlier than agreed.
  - Published: 2022-06-28
- **care_planning** _(critical)_
  - Evidence: People's needs and risks had not been adequately assessed and care plans had not been updated appropriately, when people's needs and visit preferences had changed.
  - Published: 2022-06-28
- **medication_management** _(critical)_
  - Evidence: One person's medicines were secondary dispensed... This practice was not risk assessed and there were no written procedures for staff to follow to mitigate possible risks.
  - Published: 2022-06-28
- **medication_management** _(critical)_
  - Evidence: The management of medicines was not always safe. The systems in place to mitigate risks with the administration of medication were not robust.
  - Published: 2022-06-28

### safe

- Finding
  - Systems and processes to safeguard people from the risk of abuse; Learning lessons when things go wrong
  - Published: 2022-06-28
- Finding
  - Preventing and controlling infection
  - Published: 2022-06-28
- Finding
  - Staffing and recruitment
  - Published: 2022-06-28
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2022-06-28
- Finding
  - Using medicines safely
  - Published: 2022-06-28

### well_led

- Finding
  - Engaging and involving people using the service, the public and staff; Working in partnership with others
  - Published: 2022-06-28
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering; How the provider understands and acts on the duty of candour
  - Published: 2022-06-28
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements; Continuous learning and improving care
  - Published: 2022-06-28

## 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/1-5868835973

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