West Park Care

Updated 1 June 2022

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Health and Social Care Act 2008.

Inspection team

One inspector visited the service on both days. An Expert by Experience telephoned people who used the service and their relatives. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service is a domiciliary care agency and provides care to people living in their own homes.

Registered Manager

This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

At the time of our inspection there was a registered manager in post.

Notice of inspection

We initially gave the service 24 hours’ notice of the inspection. This changed to 48 hours’ notice, as the inspection was postponed by one day to ensure the provider could support the inspection. We gave notice of the inspection because it is a small service and we needed to be sure the provider or registered manager would be in the office to support the inspection.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and health agencies who worked with the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We spoke with 10 members of staff including the registered manager, managing director, service development manager, care supervisor, deputy manager, four care workers and the nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider. We spoke with three people who used the service and four people’s relatives to gather their feedback about the support received.

After the inspection

We received feedback from three professionals who have worked with the service. We received further information relating to complaints, appraisals and other evidence to support the work being undertaken by the service.

Updated 1 June 2022

About the service

West Park Care is a domiciliary care agency providing regulated activities to people living in their own homes. The service is registered to provide support to both younger and older people, some of whom may be living with dementia.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of our inspection there were 33 people who used the service, with 15 people requiring support with their personal care.

People’s experience of using this service and what we found

People who used the service gave positive feedback about continuity of staff and staff approach.

People received support to safely take their medicines and creams and staff competency was ensured. Risk assessments were completed for areas of identified risk.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. Staff had access to PPE and had completed infection prevention and control training to ensure they had the required skills and knowledge.

Staff completed mandatory training. We discussed with the provider about ensuring training was completed specific to people’s needs. People who used the service and their relatives told us staff were skilled and knowledgeable in their approach. Staff received ongoing support and spot checks were undertaken to ensure they adhered to safe working practices and provided good quality care.

We received very positive feedback about staff approach. Staff were kind, caring and compassionate towards people and promoted people’s dignity. The management team understood the importance of protecting people’s confidential information. People were involved in discussions about their support.

Care plans were in place and guided staff about the support people required. Staff were familiar with people, which enabled them to deliver person-centred support. People’s communication needs were assessed, and information was provided in an accessible format. The service had received positive feedback about the support provided to people at the end of their lives.

Staff felt supported in their role and able to ask for support or advice. The management team were keen to promote a high quality and professional service, a vision the staff team were engaged with. Systems and processes were in place to monitor the quality of the service and drive improvements.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection and update

The last rating for the service at the previous premises was good, published on 15 February 2020.

Why we inspected

This inspection was prompted by a review of the information we held about this service

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.