Background to this inspection
Updated
24 August 2019
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.
Inspection team
The inspection was carried out by one inspector and an expert by experience. 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. It provides personal care to people living in their own houses and flats.
The service did not have a manager registered with the Care Quality Commission although they had a newly appointed manager who was in the process of registering with us. This will mean that they, and the provider, will be 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 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or manager would be in the office to support the inspection.
What we did before the inspection
We used the information we held about the service to plan the inspection. This included checking for any statutory notifications that the provider had sent to us. A statutory notification is information about important events which the provider is required to send us by law. We used this information to plan our inspection.
During the inspection
During (and after) the inspection we spoke with five people who used the service and eight relatives. We also spoke with the provider, the manager, four staff and an office-based worker. We reviewed a range of records. This included two people’s care records and medicine administration records. We also looked at quality assurance records, as well as three staff recruitment records and staff training records. Following the inspection we spoke with a social care professional who worked regularly with the agency.
Updated
24 August 2019
Mrs Susan Perry, trading as Wishing Well Homecare is a domiciliary care service providing care to 40 older people in their own homes, some of whom have being diagnosed with dementia care needs. 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 inspection, 20 people were receiving a regulated service.
People’s experience of using this service and what we found
People were supported by an exceptionally caring and compassionate staff team. People were supported to maintain their independence and their privacy and dignity was valued and respected.
People told us they received exceptional care and support from the provider and the staff, who they praised for going ‘above and beyond’ to ensure people were safe and happy in their homes. People were supported to be part of the local community thus reducing loneliness and social isolation. This was considered by staff and relatives to be a strength of the service as it enhanced people’s quality of life. The feedback we received reflected the value of this support in maintaining independence and positive health.
People received safe care and support. Risks were assessed and managed to reduce the likelihood of avoidable harm. People received timely support from a consistent staff team. Systems used for the management of medicines were safe and people received their medicines as prescribed.
People’s needs were assessed and reviewed to ensure their care needs were met. Staff received training relevant to their role and received excellent support from the provider and colleagues. Staff sought people’s consent before providing care and decisions about people’s care and treatment were made in line with law and guidance. People received sufficient amounts to eat and drink to maintain their health. People were supported to access healthcare agencies when required.
People’s care was responsive to their changing needs. People, and their relatives, were involved in the assessment and planning of their care and communication was excellent to enable people to work together to ensure people’s needs were met fully. People knew how to raise a concern and always felt listened to.
People, relatives and staff felt the service was well managed. People, and staff, had regular opportunities to share their views about the service. The provider carried out audits to ensure the quality of care provided. The newly appointed manager was making improvements to some processes to make the service more efficient in line with best practice updates and changing legislation.
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.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Why we inspected
This was the first inspection of this service since registration in July 2018.
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.