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Wright Care at Home Outstanding

Reports


Inspection carried out on 11 March 2020

During a routine inspection

About the service

Wright Care at Home is a domiciliary care agency providing personal care and support to older people and people with mental health needs living in their own homes. At the time of our inspection 13 people were receiving a personal care service. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

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

Feedback about the service from people, those close to them and professionals was consistently positive. Staff and people believed in the service and staff which demonstrated it was exceptionally well led and this openness and belief ran through the service. Staff commitment to achieve the best outcomes for people meant they worked creatively and empowered people to “live their best life”.

People told us that there were always enough staff to meet their needs and relatives always felt people were safe. One person said, “I feel very happy and very lucky”. Staff understood how to safeguard people and keep them free from harm. Risks to people's health were known to staff and staff worked to help minimise further risks to the person. Processes were in place to recruit people safely. Staff received training to support people with medicines. Practices were constantly reviewed in order that people received care that was safe.

Distinctive leadership had achieved a service that was outstandingly responsive and well-led. The service was innovative and dedicated to ensuring continuous quality improvement to make a real difference for people. Highly person-centred care truly enriched people's lives and helped them in a way which resulted in extremely positive outcomes.

People were supported to access healthy lifestyles and any support they needed from healthcare professionals. People were also encouraged and supported to connect with the community. Monthly newsletters were produced to promote everyone's involvement in the service. There was a focus on creating a service that welcomed and embraced people's diversity and promoted equality.

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

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

The last rating for this service was Good (published 20 September 2017).

Why we inspected

This was a planned inspection based on the previous rating.

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 carried out on 5 July 2017

During a routine inspection

Wright Care at Home provides personal care services to older people and people with mental health needs living in their own homes in the Stamford area.

We inspected the service on 5 July 2017. The inspection was announced. At the time of our inspection 25 people were receiving a personal care service.

There was a registered manager in post at the time of our inspection. A registered manager (‘the manager’) is a person who has registered with CQC to manage the service. Like registered providers (‘the provider’), 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.

CQC is required by law to monitor how a provider applies the Mental Capacity Act 2005 (MCA) and to report on what we find. Staff had received training in this area and demonstrated their understanding of how to support people who lacked the capacity to make some decisions for themselves.

People were at the heart of the service. Staff understood what was important to each person and worked closely with each other and other professionals to promote their well-being and happiness. People were actively involved in the preparation and review of their personal care plan.

Staffing resources were managed to ensure that staff had time to meet each person’s care and support needs and to interact with them socially. People told us that staff were always on time and that calls were never missed.

Staff had the knowledge and skills required to meet people’s individual needs effectively and were actively encouraged to study for advanced qualifications. The registered manager provided staff with supervision and support, including direct observation of their care practice. The provider had a system in place to ensure staff received background check before they were employed.

The provider went above and beyond usual homecare service in a number of different ways. Events were organised to give people a chance to meet each other socially. Staff encouragedand supported people to retain an active presence in their local community and to maintain personal interests and hobbies.

The registered manager was known personally to everyone who used the service and provided staff with strong leadership. Staff worked together in a friendly and supportive way. They were proud to work for the service and provide a quality service. Staff felt listened to by the registered manager and provider.

The provider was committed to the continuous improvement of the service and maintained a range of auditing and monitoring systems to ensure the care provided reflected people’s needs and preferences. The provider sought people’s opinions on the quality of the service and encouraged people to raise any concerns or suggestions directly with the manager or other senior staff.

The provider assessed potential risks to people and staff and put preventive measures in place where required. Staff knew how to recognise and report any concerns to keep people safe from harm.

People who needed staff assistance to take their medicines were supported safely and staff assisted people to eat and drink whenever this was required.