You are here

Headway Shropshire Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 14 August 2019

About the service:

Headway Shropshire is a domiciliary care agency. It provides personal care and support to people with acquired brain injury, living in their own homes in the community. Some people required only minimal support but most people who received the regulated activity had complex care needs and so required 24-hour care packages. At the time of our inspection ten people were receiving the regulated activity of personal care.

People’s experience of using this service:

Although people told us they received good care and support we found several issues that could potentially impact on the quality and safety of the care and support provided.

The provider was not using their auditing and monitoring systems to ensure that the service was providing good quality and safe care. These shortfalls had made people vulnerable to potential harm or abuse. The registered manager had failed to consistently follow safeguarding procedures when people made allegations of abuse. This meant people who used the service were at risk of not being protected from abuse. The risks associated with people’s specific health conditions and care needs were not always identified and managed safely.

Staff were not being safely recruiting into their roles. Staff received required core training, however all had not had refresher training to demonstrate their knowledge was up to date and specialist training was not always provided to enable staff to have a better understanding of the people they supported and offer them safe support. Staff did not feel well supported and communication between the registered manager and senior managers was ineffective. Current staffing shortages were impacting on quality as people were being asked to support people inappropriately possibly placing people and staff at risk of harm.

Not everyone who used the service or who was a relative felt listened to. Staff did not feel they had a say in how the service was run and complaints had not always been responded to or well managed.

People’s care and support needs were assessed, and people were positive overall about the support they received. People’s needs, and preferences were met by staff who, overall, knew them well. Staff worked with, and made referrals to, health professionals when people needed support, or their needs had changed. People received support with eating and drinking and people were currently satisfied with the support they received to manage their medicines, although lack of training had negatively impacted on people. People had opportunities to enjoy activities of their choice and they valued this. People told us they were supported by staff who were kind and respectful. Staff spoke about their roles with compassion and empathy, talking about pride in their work and job satisfaction. Staff worked with health and social care professionals to ensure people’s needs were met consistently.

The service met the characteristics of Requires Improvement in all the five areas. Overall, we have rated the service as Requires Improvement. More information is in the full report.

Rating at last inspection: The service was rated Good at the last inspection (published September 2019). You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Headway on our website at

Enforcement: Please see the action we have told the provider to at the end of the end of the report

Why we inspected: This was a planned inspection

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.

Inspection areas


Requires improvement

Updated 14 August 2019

The service was not safe

Details are in our Safe findings below.


Requires improvement

Updated 14 August 2019

The service was not always effective

Details are in our Effective findings below.


Requires improvement

Updated 14 August 2019

The service was not always caring

Details are in our Caring findings below.


Requires improvement

Updated 14 August 2019

The service was not always responsive

Details are in our Responsive findings below.


Requires improvement

Updated 14 August 2019

The service was not always well-led

Details are in our Well-Led findings below.