We carried out a review of the data available to us about Westmorland Homecare - Lancaster & Morecambe on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Westmorland Homecare - Lancaster & Morecambe, you can give feedback on this 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.