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Westward Consultant Ltd Outstanding

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

Inspection Summary


Overall summary & rating

Outstanding

Updated 6 July 2018

This inspection took place on 13 March 2018 and was announced. We gave the service 24 hours’ notice of the inspection visit because the registered manager and other senior staff are often out of the office supporting staff or providing care. We needed to be sure that they would be in. Westward Consultants Ltd is also known and trading as Draycott Nursing. This service is a domiciliary care agency and provides nursing and personal care to people living in their own homes in the community. It provides a service to adults. At the time of the inspection 80 people were using the service.

There was a registered manager in post at the time of the inspection and they were present during the inspection A registered manager is a person who has registered with the Care Quality Commission to manage 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.

At the last inspection of this service on 15 and 16 October 2015 they were rated Good. The service was rated Outstanding for Caring and Good for Safe, Effective, Responsive and Well-led. At this inspection the service continued to meet and improve standards and we have therefore rated the service as Outstanding overall.

People who used the service said they received an exceptional quality of care. Staff went ‘over and above’ to ensure people received the care and support that met their individual care needs. People said staff were kind, gentle and helpful.

Staff respected people in a way that promoted their human rights. Staff delivered people’s care and support in a dignified and compassionate way. Staff treated people in a way that made them feel special.

The nurse liaisons carried out assessments of need carried out assessments of need. This ensured people’s needs and the support they required matched. People made decisions in the planning of their care which was integral to the support provided to them. Staff provided care that was person centred and people’s support was delivered taking into account their views. Care and support was flexible to meet people’s changing needs. The registered provider used evidence based practice and developed their own research to improve people’s lives. Staff celebrated people’s lives in a way that made them feel valued. Staff understood end of life care and delivered sensitive care to people taking into account their wishes. Staff developed and understanding of people’s religious and cultural needs at the time of their death.

People and staff confirmed that the service was exceptionally well led. They said that the management team were remarkable and open, honest and approachable. The management team placed people at the centre of the service.

The Head of HR and Operations monitored the quality of the service. The quality assurance systems allowed for the registered manager and office based staff to assess, monitor and review the service to ensure standards remained high. A service action plan was in place. The registered manager identified and recorded any areas for improvement with details of the action staff took to resolve the concern. The registered provider had plans in place to develop the service through an enhanced staff training programme and by using technology.

The registered manager understood their responsibilities and sent notifications to the Care Quality Commission (CQC) as required.

The registered manager had developed relationships with external organisations. This helped to improve the care people received because advice and support was obtained promptly. The registered manager was involved in raising awareness of people living with physical disabilities.

Safeguarding systems and processes used helped to protect people from harm and abuse. Staff knew what abuse was and completed safeguarding training to update their knowledge.

Staff

Inspection areas

Safe

Good

Updated 6 July 2018

The service was safe. Staff understood what action to take to protect people from the risk of harm and abuse.

Risk assessments and management plans guided staff to reduce and manage known risks.

Staff recruitment practices ensured they were suitable to work with people. There were enough staff available to support people safely.

The management of medicines was safe and people received them as prescribed.

Infection control procedures were followed by staff to reduce the risk of infection.

Effective

Good

Updated 6 July 2018

The service was effective. The registered manager supported staff through induction, training, supervision, and appraisal.

The registered manager and staff understood the principles of the Mental Capacity Act 2005 (MCA) and Deprivation of Liberty Safeguards (DoLS).

Staff supported people with meals that met their needs and preferences.

Caring

Good

Updated 6 July 2018

The service was exceptionally caring. People and their relatives were highly complimentary about the service, staff and the care and support they received.

Care was delivered in a dignified way to people which showed they were valued. Staff respected their individuality, which showed people mattered.

People were able to make decisions about their care and support and their support was coordinated in an effective way.

Staff respected people�s privacy and were caring, compassionate and empathetic to people. They took action to celebrate people�s lives so they felt special.

People's end of life plans, wishes and opinions were respected and carried out.

Responsive

Outstanding

Updated 6 July 2018

The service was exceptionally responsive in meeting people's needs. People were placed at the centre of their care and support needs. The staff obtained advice and support from external organisations and professionals to improve the health and social care outcomes for people.

Staff provided care and support that was extraordinarily flexible and responded effectively to people's needs. People were comfortable discussing any concerns or complaints with staff or the registered manager. They felt their concerns were managed appropriately and with compassion.

People wishes for their care at the end of their life were respected.

Well-led

Outstanding

Updated 6 July 2018

The service was remarkably well-led. The registered manager and management team encouraged staff to display the ethos and values of the service.

Staff clearly understood their role within the service. They were proud to work for the service and spoke positively about the people they cared for. Staff said they felt respected, appreciated and valued by the management team.

The service displayed an open and positive organisational culture and people were at the centre of the service. The registered manager understood their registration responsibilities with the Care Quality Commission. The service sought feedback from people for their views about the service.

The registered provider had a robust quality assurance system in place. This helped to monitor, review and improve the quality of care for people.

There were relationships developed with organisations both voluntary and statutory health and social care services. These relationships enhanced the care people received because people�s support was co-ordinated effectively.