Background to this inspection
Updated
9 February 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
One inspector and two Experts by Experience carried out the inspection.
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 two managers 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.
What we did before inspection
We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.
During the inspection
We spoke with 12 people who used the service, 12 family members and one friend of someone who received support about their experience of the care provided. We spoke with fifteen members of staff including the director, registered manager, co-ordinators, schedulers, health care assistants and consultant.
We reviewed a range of records. This included four people’s care records we looked at five staff files in relation to recruitment and staff supervision. We also looked at a variety of records relating to the management of the service, including policies and procedures were reviewed.
After the inspection
We continued to seek clarification from the provider to validate evidence found.
Updated
9 February 2022
Westmorland Healthcare is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It provides a service to mostly older adults. Not everyone using the service receives the regulated activity personal care. The Care Quality Commission (CQC) only inspects the service being received by people provided with personal care such as help with tasks relating to personal hygiene and eating. Where they do, we also take into account any wider social care provided. At the time of this inspection, the service provided personal care to 96 people.
People’s experience of using this service and what we found
People benefitted from exceptionally caring staff that provided continuity of support. The feedback from people demonstrated the caring and empowering culture was well embedded across the organisation. One relative commented, “We have a regular group of four carers who are kind and caring across the board. We were upfront about having this [as part of our care package] and they have met all our requirements.”
The registered manager led the service in delivering personalised support that promoted a flexible, person centred culture. One relative commented, “I have a six weekly phone call where I can raise issues and they are taken on board. We have a good rapport and communication is good.” People had a comprehensive person-centred care plan with information about their needs and preferences. Staff were extremely responsive to changes in people's needs and adapted their support accordingly. The registered manager ensured positive relationships to ensure end of life care incorporated compassionate and sensitive support for people and their loved ones.
Partnership working with other services had led to positive outcomes for people based on good practice. Westmorland Homecare had robust governance procedures to ensure a quality service was delivered by staff who were motivated to meet people’s needs and wants. Staff were extremely complimentary about the management team. The feedback we received showed the provider's aim to establish an open and inclusive culture that put people first was being achieved.
Safeguarding procedures were in place to protect people from the risk of abuse by staff who understood and were trained on how to recognise and respond to concerns. Safe recruitment practices were followed and there were enough staff deployed to meet people’s needs. Infection control systems and audits were in place and staff had access to suitable amounts of appropriate personal protective equipment to minimise the spread of infection. Staff were participating in regular testing for the COVID-19 virus to minimise the risk of spreading the infection and keep people safe.
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 registered managers tailored people’s support to ensure it was flexible in delivering positive outcomes and meeting people’s physical and emotional needs. Positive communication and valued engagement were embedded through the service. Staff supported people to live healthier lives that included when appropriate, help and guidance with their healthcare, nutrition and hydration.
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 28/05/2019 and this is the first inspection.
Why we inspected
This was a planned inspection based on the service's registration date
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.