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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

The service should have quality checking systems to manage risks and assure the health, welfare and safety of people who receive care (outcome 16)

Meeting this standard

We checked that people who use this service

  • Benefit from safe quality care, treatment and support, due to effective decision making and the management of risks to their health, welfare and safety.

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

The provider had an effective system to regularly assess and monitor the quality of service that people received.

Reasons for our judgement

We found that the agency had an auditing process in place to ensure that care plans and risk assessments were reviewed on a regular basis. We found that the key workers performed auditing procedures in people's homes, such as direct observations of care workers to ensure staff were competent and were delivering the care package as detailed in people’s care plans.

People who used the agency were asked for their views about the service they received, as part of the company’s internal assessment processes and monitoring systems. We asked the director if they had sent a questionnaire or survey to people in the last year. We saw that a summary of responses to a questionnaire had been compiled in March 2013.

The analysis of the survey concluded that 90% of people who used the agency and responded to the questionnaire were happy with the standard of care and service provided. Comments included, “Carers do a good job but sometimes could do with more support from office staff.” When commenting on their family member’s care, a relative said, “(Name) is very happy and satisfied with the care he receives.”

When we spoke with people and asked them if they had been asked to give feedback about their experience of their care and support, most people could not recall being asked for feedback. Others said they had received a questionnaire. One person told us they felt it was pointless responding as previous contact with the agency office had been unsatisfactory and felt it would change nothing. They said, “You shouldn’t need to tell them.” Another person who used the agency with whom we spoke was of the opinion that if the office had not received complaints they would assume all was well so there should be no need to ask for feedback.

We looked at the complaints policy and procedure and viewed complaints received in the last 12 months. We saw that these had been dealt with in accordance with the provider’s complaint procedure. We also saw that lessons had been learned from some complaints and changes made as a result.

The majority of people we spoke with confirmed they knew how to make a complaint. One person told us they had made a complaint about a care worker and this was acted on as they did not come again. However another person told us they would not complain because they were not satisfied with responses from the office.

We found that two recorded incidents included in the complaints records should have had a statutory notification completed and sent to the Care Quality Commission. The provider may wish to note that the registered manager has a statutory duty to notify the Care Quality Commission about certain events in a timely manner in accordance with the Care Quality Commission (Registration) Regulations 2009. We discussed this with the director who said they would ensure this was done in the future.

The director told us how they had used a Health and Safety audit to improve safety. Recommendations had been made in the audit relating to falls in snow and icy conditions. As a result the agency had produced a leaflet which gave staff extra guidance on how to maintain safety in these conditions.