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Wealden community Care Limited Requires improvement

This service was previously registered at a different address - see old profile

Inspection Summary


Overall summary & rating

Requires improvement

Updated 9 August 2019

About the service:

Wealden Community Care provides personal care to people living in their own houses and flats. It provides a service to older adults, some of whom are living with dementia. Not everyone using Wealden Community Care receives a regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided. At the time of the inspection there were approximately 110 people using this service.

People’s experience of using this service:

People didn’t always receive their calls on time and staff didn’t always stay for the full duration of their visit. Some people were happy with this flexibility but the majority of people did not like it. There was no audit or quality assurance check in place to monitor times and durations although the service did have a call monitoring system in place. There was a mixture of feedback from people receiving care from this service. Some people described staff as caring and kind but other people did not. When some people had complained to the office there had been no written response or record of an outcome. People told us office staff had sometimes been uncaring in their response.

Although some audits and checks were being completed, they had failed to adequately address the re-occurring medicine errors. Some care plans did not contain much person-centred information. Risk assessments were not always detailed or fully completed in relation to known risks. Recruitment processes were not always followed correctly to ensure staff were safe and competent.

The management team did not always actively engage staff in staff meetings. People were engaged via questionnaires and phone surveys.

People were involved in decisions around their care and encouraged to be independent where possible. People’s rights were protected in line with the principles of the Mental Capacity Act 2005. Staff were up to date with mandatory training and received regular supervision. There was an effective communication system in place and referrals to healthcare professionals were made where required. The service completed pre-assessments to ensure they could meet people’s needs and followed national guidance and best practice. The registered manager had links to local organisations where best practice, knowledge and training resources were available.

Rating at last inspection:

Good (25 June 2018)

Why we inspected:

The inspection was prompted in part due to concerns received about unsafe medicines management, staff turning up late at visits, staff being uncaring, unsafe care and treatment. A decision was made for us to inspect and examine those risks.

We have found evidence that the provider needs to make improvements. Please see the Safe, Caring, Responsive and Well Led sections of this full report.

Enforcement:

You can see what action we have asked the provider to take at the end of this full report.

Follow up:

We will continue to monitor the service closely and will return to inspect the service again in line with our policies.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Inspection areas

Safe

Requires improvement

Updated 9 August 2019

The service was not always safe

Details are in our Safe findings below.

Effective

Good

Updated 9 August 2019

The service effective

Details are in our Effective findings below.

Caring

Requires improvement

Updated 9 August 2019

The service was not always caring

Details are in our Caring findings below.

Responsive

Requires improvement

Updated 9 August 2019

The service was not always responsive

Details are in our Responsive findings below.

Well-led

Requires improvement

Updated 9 August 2019

The service was not always well-led

Details are in our Well-Led findings below