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Walthamstow Employment & Nursing Agency Limited Good

Inspection Summary


Overall summary & rating

Good

Updated 6 February 2018

This inspection took place on 27 and 30 October 2017 and was announced. The provider was given 24 hours’ notice because the location provides a personal care and nursing care service to people in their own homes and we needed to be sure someone would be in. One inspector carried out this inspection. At the time of this inspection there were eighty people using the service.

At the last inspection, on 28 and 30 December 2016, the service was rated Good overall and we found one breach of the regulations. This was because although the provider had systems to audit the quality of the service provider, they did not always document the outcome of these checks. At this inspection we found improvements had been made in this area. The provider now documented the outcome of quality audit checks.

There was a registered manager at the service. A registered manager is a person who has registered with the Care Quality Commission to manager the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

Staff were knowledgeable about safeguarding and whistleblowing procedures when they suspected abuse. The service used an electronic system to monitor if staff were late or missed a visit. Safe recruitment checks were carried out. People had risk assessments done to ensure safe care was provided and potential risks were mitigated. There were systems in place to ensure people were supported to manage their medicines safely. Staff were supplied with sufficient quantities of personal protective equipment to prevent the spread of infections.

The registered manager and staff were knowledgeable about their responsibilities around the Mental Capacity Act (2005) and the need to obtain consent from people. Staff received support with training opportunities. Support was given to staff through formal supervisions in accordance with the provider’s policy but staff told us they would benefit from more frequent supervisions. The registered manager told us they offered informal supervisions to staff but these were not documented. Staff were aware of people’s nutritional and hydration needs. The provider liaised with relevant healthcare professionals and supported people to maintain their health.

People and relatives thought staff were caring and respected their privacy and dignity. Staff were knowledgeable about people’s care needs and preferences. Staff demonstrated awareness of equality and diversity, promoting people’s dignity and maintaining independence.

Care plans were personalised and contained people’s histories and preferences. Staff demonstrated awareness of providing personalised care. Complaints were dealt with appropriately and in line with the provider’s policy.

The provider has systems in place to obtain feedback from people who used the service and their relatives. People who used the service, relatives and staff spoke positively about the management of the service. Staff had regular meetings to keep them updated on service development.

We have made one recommendation around supporting staff. Further information around this can be found in the detailed findings below.

Inspection areas

Safe

Good

Updated 6 February 2018

The service remains Good.

Effective

Good

Updated 6 February 2018

The service remains Good.

Caring

Good

Updated 6 February 2018

The service remains Good.

Responsive

Good

Updated 6 February 2018

The service remains Good.

Well-led

Good

Updated 6 February 2018

The service improved to Good. The provider now documented the outcome of quality audit checks to help them make improvements to the service provided. The service had a registered manager and people, relatives and staff spoke positively about the management team.

The provider had a system in place to obtain feedback from people and was planning a survey to take place early in 2018. The provider had meetings for care staff and produced a fortnightly staff newsletter. The provider also held an open day each summer for staff, stakeholders, people who used the service and their relatives. The registered manager and the home care manager kept up to date with training and changes in local care provision policy.