Westmorland Homecare - Lancaster & Morecambe

Updated 24 September 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 Care Act 2014.

As part of this inspection we looked at the infection control and prevention measures in place. This was conducted so we can understand the preparedness of the service in preventing or managing an infection outbreak, and to identify good practice we can share with other services.

Inspection team

The inspection was carried out by one inspector.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

The service had a manager registered with the Care Quality Commission. 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.

Notice of inspection

We gave the service 24 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection. The inspection visit took place on the 15 June 2022 and ended on 01 July 2022.

What we did before the inspection

We reviewed information we had received about the service since their registration. We sought feedback from the local authority and professionals who work with the service. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report. We used all this information to plan our inspection.

During the inspection

We spoke with 11 people who used the service about their experience of the care provided. In addition, we spoke with seven members of staff, the registered manager, a director of the agency and the compliance officer. We looked at a range of records. This included three people’s care records, two staff recruitment files, training records, medication records and audits of the service.

After the inspection

We continued to seek clarification from the registered manager to validate evidence found. We looked at their quality assurance systems and training records for staff.

Updated 24 September 2022

About the service

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. At the time of the inspection the agency supported 48 people. There were 25 who received personal care from Westmorland Homecare Lancaster & Morecambe.

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.

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

People were receiving care from exceptionally caring staff that provided continuity of support. Responses from people confirmed the caring and supportive culture was consistent across the organisation. One relative said, “Absolutely brilliant caring people, they go over and above what they should do.” People complimented and highly praised the staff team’s kindness and caring attitude. People gave examples of the outstanding care that was delivered. People were encouraged and supported to lead as fulfilled a life as possible. They were supported to follow their dreams and goals. There were many examples where staff had really given more of their time to support people in different aspects of their lives.

The service was flexible and adapted to people's changing needs and wishes and promoted their independence. Care was totally centred and tailored to each individual, and their family situation. For example, one person said, “They have understood the impact on me as a carer and helped me become more effective by doing absolutely more than they should do for [relative]. I now have more time and energy due to the fantastic response of this agency.” Risk assessments were in place and they identified current risks to the person as well as ways for staff to minimise or appropriately manage those risks, including positive risk taking. The management team were extremely responsive to changes in people's needs and adapted their support accordingly. Health and social care professionals we contacted were overwhelmingly positive about the agency. One professional said, “There are many examples of how the service goes beyond their remit. It is an excellent agency.”

People felt their care was safe and support from the agency was reliable. Staff spoken with demonstrated a good understanding about safeguarding people from the risk of abuse and training was provided and regularly updated. Staff managed medicines according to national guidelines. Staff followed infection prevention and control guidance and wore aprons and gloves when providing personal care to protect people against the risk of infection. Staff supported people using positive risk taking, supporting their independence.

People received a consistent standard of effective care from staff who were knowledgeable and skilled at providing care. The management team were committed to staff development. This had a positive impact on the quality of people’s care. One relative told us, “The staff seem knowledgeable and competent which reassures us when they support [relative].” A regular programme of training was provided to support staff in their role. Staff worked effectively as a team and with health and social care professionals. People received support with their healthcare and nutritional needs. 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.

The service had a complaints procedure which was made available to people they supported. People we spoke with told us they knew how to make a complaint if they had any concerns.

The management team had auditing systems to maintain ongoing oversight of the service and make improvements where necessary. Quality assurance processes ensured people were able to give their views of the service and improvements made when they were identified.

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

Rating at last inspection

The service was registered with us on 01/02/2021 and this is the first inspection.

Why we inspected

This was a planned first inspection based on their registration.

We looked at infection prevention and control measures under the Safe key question. We look at this in all inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to COVID-19 and other infection outbreaks effectively.

Follow Up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.