Background to this inspection
Updated
27 July 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
The inspection was carried out by an inspector and an Expert by Experience. An Expert by Experience is someone who has personal experience of using or caring for someone who uses this type of care service.
Service and service type
The service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
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 gave the service 24 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 04 May 2022 and ended on 10 June 2022. We visited the location’s office on 19 May 2022.
What we did before the inspection
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 reviewed information we had received about the service, such as details about incidents the provider must notify CQC about, for example incidents of abuse. We reviewed all other information sent to us from stakeholders such as the local authority and members of the public. We used all this information to plan our inspection.
During the inspection
We spoke with two people using the service and five relatives about their experience of the care provided. We spoke with six staff members, including the registered manager and one external healthcare professional. We looked at four care records and three medicine records. We looked at five staff files regarding recruitment. We also looked at quality monitoring records relating to the management of the service, such as audits and quality assurance reports.
Updated
27 July 2022
Winserve Care Service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. At the time of our inspection, 53 people were receiving regulated activity. 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 the service and what we found
The provider had failed to ensure the quality assurance processes in place were effective. We found limited audits and no plans for service improvement. Care records were personal and involved people however we found specific information missing.
Systems were in place to make sure staff were recruited safely. This included a criminal record check (DBS) and references from previous employers. Staff were knowledgeable about people's needs and preferences.
There was sufficient staff to meet people's needs. Staff told us they had enough time to get to calls and people told us calls were on time.
All the people and relatives spoke positively about the care. People told us they were supported by staff who were kind and caring. One person said, “All the staff are very respectful and understand that I have full capacity.”
The feedback about management and leadership was positive. Staff told us they felt supported and the leadership team were approachable. One relative said, "The manager is very good and always listens to any comments we have and will address small issues immediately.”
The registered manager was receptive to the inspection process and we saw evidence the provider had started to address the issues identified during the inspection.
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.
Rating at last inspection
This service was registered with us on 11 June 2020 and this is the first inspection.
Why we inspected
The inspection was prompted in part due to concerns received about people's safety. A decision was made for us to inspect and examine those risks.
You can see what action we have asked the provider to take at the end of this full report.
Enforcement
We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection. We will continue to monitor the service and will take further action if needed.
We have identified breaches in relation to good governance at this inspection.
Please see the action we have told the provider to take at the end of this report.
Follow up
We will request an action plan for the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.