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Archived: Workwise Healthcare Limited

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All reports

Inspection report

Date of Inspection: 28 November 2013
Date of Publication: 9 January 2014
Inspection Report published 09 January 2014 PDF

People should get safe and appropriate care that meets their needs and supports their rights (outcome 4)

Meeting this standard

We checked that people who use this service

  • Experience effective, safe and appropriate care, treatment and support that meets their needs and protects their rights.

How this check was done

We looked at the personal care or treatment records of people who use the service, carried out a visit on 28 November 2013, talked with people who use the service and talked with carers and / or family members. We reviewed information sent to us by commissioners of services.

We were supported on this inspection by an expert-by-experience. This is a person who has personal experience of using or caring for someone who uses this type of care service.

Our judgement

Care was planned and delivered in a way that was intended to ensure people's safety and welfare.

Reasons for our judgement

During our inspection we looked at the records for 8 people who used the agency. We found that, following the initial assessment of people’s needs, a comprehensive care plan had been compiled. We saw 3 different styles of care plan. The director told us one of these was a new format which they had recently introduced. This was informative, well organised and easy to follow.

The plans documented the areas the person required support with such as personal care or medication. There was information which was person centred within the care plans we looked at, which identified what was important to people as an individual. We also found records that contained risk assessments to identify any internal and external environmental risk factors within people’s homes. We saw that systems were in place for reviewing and auditing the care plans on a regular basis. This meant the agency had taken steps to identify the changing needs of people.

Care staff we spoke with said the care plans gave them necessary and relevant information to provide the care and support that people required in their own homes. One care worker told us that although they had read the care plan, they still regularly asked the people they supported if they wanted anything doing differently. A key worker told us they were responsible for reviewing people’s needs, and that care workers informed them of any changes so care plans could be kept up to date as people’s needs changed.

We asked people who used the agency what their views were on the care they received. One person said, “The girls wrap me in a warmed towel after a shower – that makes such a difference.” Another said, “They sometimes bring me cake and have a little natter.” Another person we spoke with told us how the night before her care worker had forgotten to roll her trousers down. She described how there was a knock on the door much later as the care worker had realised she had forgotten and came back. This demonstrated that the agency was caring and responsive to people’s needs.

The majority of people told us that calls were usually reasonably on time. Four people said that they were informed by the office or carer if they were going to be late and four people told us they were not informed. Of the people we spoke with two of them told us that they had calls which had been missed.

Approximately half of the people we asked about continuity of care workers told us that they usually had the same workers. The provider may wish to note there were some concerns raised about lack of continuity and the fact that the agency office did not always inform or consult the clients about changes.

There were arrangements in place to deal with foreseeable emergencies. We saw that the provider had a business continuity plan in place and the director told us what the systems and procedures were for emergencies and out of hours support.