Headway Suffolk

Updated 24 September 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.

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

The inspection team consisted of an 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.

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

This inspection was announced. 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 registered manager would be in the office to support the inspection.

Inspection activity started on 29 July 2022 and ended on 9 August 2022. We visited the location’s office on 29th July 2022 and 1 August 2022 to meet with people who used the service. Telephone calls were made offsite to relatives and staff. We had a face to face meeting via Teams with management on 9 August 2022 when we gave feedback.

What we did before the inspection

We reviewed our systems and information we held about the service. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We spoke with seven people who used the service and six relatives about their experience of the care provided. The registered manager was not present during the inspection. We spoke with five staff, the provider’s nominated individual and another manager involved with the service. The nominated individual is responsible for supervising the management of the service on behalf of the provider.

We received electronic feedback from six members of staff, one person who used the service, a relative and two professionals who work with the service.

We reviewed a range of records. This included three people’s care and medication records, staff records in relation to recruitment, training and supervision and a variety of records relating to the management of the service.

Updated 24 September 2022

About the service

Headway Suffolk is a domiciliary care agency which provides personal care to adults living in their own homes. Affiliated with the agency is a community hub located at the premises, which provides a range of services to people and their families affected by a brain injury and living with neurological conditions. This includes support groups, tailored activities, access to resources, assistance with life skills and with recovery and rehabilitation. There were 16 people being supported with the regulated activity of personal care at the time of the inspection.

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 and their relatives were extremely complimentary about their experience of Headway Suffolk and would recommend the service. Passionate and committed staff led by a dynamic leadership team worked in partnership with people, relatives and other professionals to achieve person-centred care and high quality outcomes for people.

Staff frequently went the extra mile to ensure people received tailored care and support in line with their wishes, promoting their independence and wellbeing. The impact of this was meaningful and underpinned people being fully respected, valued and at the heart of their care.

Staff protected people from being discriminated against, appreciating and championing diversity and ensuring people's privacy and dignity.

Staff understood the importance of gaining consent from people. 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.

Risks to people had been assessed and were managed safely. People were supported by a staff team who were safely recruited, trained and knew how to protect them from potential harm.

Staff felt supported and valued in their role by the management team, morale was high and there were enough staff to meet people’s needs. People received their care visits at the times they expected, for the length of time agreed, and from staff they knew and had formed positive relationships with.

People received their medication as prescribed and staff adhered to infection prevention and control procedures in line with legislative requirements and recognised best practice guidelines.

People's care records were re-assessed regularly and guided staff on how to assist people safely and encourage and promote their independence.

People and relatives felt able to raise any issues with the staff and management team and were confident these would be addressed.

Effective systems to monitor the quality and safety of the service were in place.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for the service at the previous premises was Good, published on 13 September 2018.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Headway Suffolk on our website at www.cqc.org.uk.

Why we inspected

This service was registered with us on 21 April 2020 and this is the first inspection.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.