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Headway Shropshire Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 24 July 2021

About the service

Headway Shropshire is a domiciliary care agency that provides personal care and support to people with acquired brain injury, living in their own homes in the community. At the time of our inspection eight people were receiving the regulated activity of personal care.

Not everyone using Headway Shropshire received a regulated activity. CQC only inspects the service received by people provided with 'personal care': for example, help with tasks related to personal hygiene and eating. Where they do, we also take into account any wider social care provided.

People’s experience of using this service and what we found

People did not always receive consistent care and support from staff.

People were often supported by staff who had not been introduced to them and did not know their specific needs or preferences.

The provider had assessed the risks to people associated with their care and support. Although most staff members were knowledgeable about these risks there were instances staff had been deployed to support people without the necessary training.

People, their relatives and staff members were not always informed about changes within the organisation or management structure. Staff members were unsure what the vision of Headway Shropshire was or the organisations goals for supporting people.

Staff members did not always feel supported by Headway Shropshire. Although, supervision sessions were arranged for staff members, some felt unsupported and isolated.

The provider had systems in place to review the quality of support they provided. However, these systems needed to be developed in order to ensure people received care based on their preferences and their current needs.

Not everyone’s care and support plans reflected their current needs or preferences.

People were protected from the risks of ill-treatment and abuse as the staff team had been trained to recognise potential signs of abuse and understood what to do to if they suspected wrongdoing.

When required, people received safe support with their medicines by staff members who had been trained and assessed as competent. Staff members followed effective infection prevention and control procedures when supporting people.

People were supported to have maximum choice and control of their lives and the provider supported them in the least restrictive way possible and in their best interests; the application of the policies and systems supported good practice.

For more details, please see the full report which is on the CQC website at

Rating at last inspection and update

The last rating for this service was requires improvement (published 13 August 2019) and there were multiple breaches of regulation. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.

However, the service remains rated requires improvement. This service has been rated requires improvement for two consecutive inspections.

Why we inspected

This was a planned inspection based on the previous rating. We have found evidence that the provider needs to make improvements. Please see the safe, effective and well-led sections of this report.

We reviewed the information we held about the service. No areas of concern were identified in the other key questions. We therefore did not inspect them. Ratings from previous comprehensive inspections for those key questions were used in calculating the overall rating at this inspection.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Headway Shropshire on our website at

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 24 July 2021

The service was not always safe.

Details are in our safe findings below


Requires improvement

Updated 24 July 2021

The service was not always effective.

Details are in our effective findings below.


Requires improvement

Updated 24 July 2021


Requires improvement

Updated 24 July 2021


Requires improvement

Updated 24 July 2021

The service was not always well-led.

Details are in our well-Led findings below.