Background to this inspection
Updated
23 June 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.
Inspection team
The inspection team consisted of 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.
Service and service type
Walfinch Harrow & Brent is a domiciliary care agency registered to provide personal care to people in their own homes.
The service had a manager registered with the CQC. 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 two working days' notice of the inspection because the service provides care to people in their own homes and we wanted to make sure that management were available on the day of the inspection site visit.
We visited the office location on 16 May 2022.
What we did before the inspection
We reviewed information we had received about the service since it was registered with the CQC. We took this into account when we inspected the service and made the judgements in this report. We used all of this information to plan our inspection.
The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make.
During the inspection
During the site visit we met and spoke with the registered manager and the quality and compliance officer. We also met the office manager and care coordinator. We reviewed a range of records relating to the management of the service which were held electronically.
We spoke with two people who received care from the agency and ten relatives. We also spoke with six care workers. We looked at five people’s care records and multiple medication records as well as records relating to the management of the service and the safety and quality of people's care. We also looked at records showing us how staff were recruited and trained, and compliments received by the service. We reviewed quality assurance records, policies and procedures.
We obtained feedback from two health care professionals.
Updated
23 June 2022
About the service
Walfinch Harrow & Brent is a domiciliary care agency registered to provide personal care to people in their own homes. The services they provide include personal care, housework and prompting people to take their medicines. At the time of inspection, the service provided care to 19 people who received personal care. The Care Quality Commission (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:
People and relatives spoke positively about the care provided by the service. They told us they could rely on care workers to provide care safely. People were kept safe from abuse and harm, and staff knew how to report any suspicions concerning abuse. The service had systems in place to report and investigate concerns.
Risk assessments identified how potential risks should be managed to reduce the likelihood of people experiencing harm. Staff understood the risks to people and delivered safe care in accordance with people's support plans.
People and relatives told us that care workers were respectful of people’s privacy and dignity. They were complimentary about how the service was managed and said that care workers were kind, warm and considerate.
People received personalised care from a small, consistent staff team who valued the relationships they had built with people. Care workers cared for people in ways which promoted their rights to independence.
Appropriate medicines management and administration processes were in place.
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.
Measures to prevent and control the spread of COVID-19 and other infections were in place.
Staff worked with people, their relatives and other health and social care professionals to assess people's
risks and plan and review their care. This included any support people may require to meet their communication needs. Systems were in place to take learning from any suggestions or complaints, should
these be made.
Staff were competent and trained to carry out their roles. People and relatives expressed their confidence in the knowledge and skills of care workers.
The service was caring. We received positive feedback about the caring attitude and empathy shown by care workers. People were involved in planning and directing their own care and they were supported to remain as independent as possible.
Care plans were up to date and reviewed on a regular basis. Care workers supported people in line with their wishes.
Staff told us they were well supported by management. They were confident that management would listen and address any concerns if they raised them. Care workers spoke positively about morale and told us they felt valued working at the service.
Management regularly checked key areas of the care provided and used their findings to drive through improvements in people's safety and care.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection and update
The service was registered with us on 7 April 2021 and this is the first inspection.
Why we inspected
This was a planned comprehensive inspection to review the key questions, Safe, Effective, Caring, Responsive and Well-led and rate this service.
The inspection was prompted because the service has not had an inspection and a rating since it was first registered with us.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.