Waveney Home First

Updated 9 February 2018

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection was announced. The provider was given up to 48 hours’ notice because the location provides a domiciliary care service and we wanted to be certain the registered manager and key staff would be available on the day of our inspection. We also wanted to give them sufficient time to make arrangements with people so that we could visit them in their homes to find out their experience of the service.

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.

Inspection site visit activity started on 22 November 2017 and ended on 2 December 2017. The inspector visited the office location on 22 November 2017 to see the registered manager and office staff; and to review care records and policies and procedures. The inspector visited three people and one relative in their own homes on 28 November 2017, to find out their experience of using the service. Telephone interviews by the inspector and the expert by experience were carried out 29 November 2017 to 2 December 2017.

Before the inspection, we requested that the provider complete a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. This was received from the provider. We also reviewed information we held about the service including feedback sent to us from other stakeholders, for example the local authority and members of the public. Providers are required to notify the Care Quality Commission (CQC) about events and incidents that occur including unexpected deaths, injuries to people receiving care and safeguarding matters. We reviewed the notifications the provider had sent us.

As part of this inspection we reviewed the responses from questionnaires sent out by CQC to people who used the service, staff and community care professionals’.

We spoke with the registered manager, three team leaders and nine care workers. With their permission we met with three people and one relative in their own homes on 28 November 2017.

The telephone interviews with people who used the service and their relatives were carried out by the inspector and an expert by experience. We spoke with 21 people who used the service and two people’s relatives. In addition we received comments about the service provided from three community professionals.

We reviewed the care records of fourteen people to check they were receiving their care as planned. We looked at records relating to the management of the service, staff recruitment and training, and systems for monitoring the quality of the service.

Updated 9 February 2018

Waveney Home First is a short term intensive reablement service provided to people in their own homes who may have disabilities, who are frail or recovering from an illness or injury. The service provides personal care, help with daily living activities and other practical tasks, usually for up to six weeks, encouraging people to develop the confidence and skills to carry out these activities themselves and continue to live at home.

When we inspected on 22 and 28 November 2017 there were 67 people using the service. This was an announced inspection. The provider was given up to 48 hours’ notice because the location provides a domiciliary care service and we wanted to be certain the registered manager and key staff would be available on the day of our inspection. We also wanted to give them sufficient time to make arrangements with people so that we could visit them in their homes to find out their experience of the service. This service was registered on 15 August 2016. This was their first inspection.

A registered manager was in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons.’ Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People and their relatives were complimentary about their care workers. They told us that they were kind, compassionate and respectful towards them. They described how they received safe and effective care by care workers they trusted, who understood their needs and encouraged them to be as independent as possible to support their reablement.

The leadership team were a visible presence which meant that care workers were aware of the values of the service and understood their roles and responsibilities. Morale was good within the workforce.

People were safe and care workers knew what actions to take to protect them from abuse. The provider had processes in place to identify and manage risk. People’s care needs were assessed, planned for and delivered to achieve positive outcomes. These were regularly reviewed and reflected individual needs and preferences.

Recruitment checks were carried out with sufficient numbers of care workers employed who had the knowledge and skills through regular supervision and training to meet people’s needs.

Where people required assistance with their medications, safe systems were followed. Care workers were provided with training in infection control and food hygiene and understood their responsibilities relating to these areas. Systems were in place to reduce the risks of cross infection.

Where care workers had identified concerns in people’s wellbeing there were systems in place to contact health and social care professionals to make sure they received appropriate care and treatment. Where required, people were safely supported with their dietary needs.

People and or their representatives, where appropriate, were involved in making decisions about their care and support arrangements. As a result people received care and support which was planned and delivered to meet their specific needs.

Care workers listened to people and acted on what they said. They understood the need to obtain consent when providing care. They had completed training in relation to the Mental Capacity Act 2005 (MCA). Procedures and guidance in relation to the MCA were followed which included steps that the provider should take to comply with legal requirements.

There was a complaints procedure in place and people knew how to voice their concerns if they were unhappy with the care they received. People’s feedback was valued and acted on.