Background to this inspection
Updated
20 August 2019
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
The inspection was conducted by two inspectors and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type
Westminster Homecare is a domiciliary care agency. It provides personal care to people living in their own houses and flats. CQC regulates the care provided which was looked at during this inspection.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service and Healthwatch. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England.
We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.
During the inspection
We spoke with 19 people who used the service and one relative about their experience of the care provided. We spoke with seven members of staff including the, registered manager, quality manager, senior care workers, and care-workers.
We reviewed a range of records. This included six people’s care records and multiple medication records. We looked at six staff files in relation to recruitment files and supervision performed. A variety of records relating to the management of the service, including policies and procedures were reviewed.
After the inspection
We continued to seek clarification from the provider to validate evidence found.
Updated
20 August 2019
About the service
Westminster Homecare is a domiciliary care agency, providing personal care to people in their homes. 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. At the time of the inspection there were 90 people receiving care regulated by CQC. There were 14 other people receiving help that was not regulated.
People’s experience of using this service and what we found
People received safe care. People told us they felt safe and thought staff were trustworthy. People told us they were happy with the service and staff were caring and respectful. One person told us the service was a, “Lifeline for them”, to support them living on their own. Risks were assessed and managed to reflect people’s current needs. Environmental safety checks were performed to keep people safe from risk of harm.
Staffing levels were adequate. Safe recruitment was followed to ensure suitable staff were employed. People told us they felt staff were well trained, with the skills to provide care for their needs.
People were supported to take their medicines in a timely and safe way.
Staff were caring, and care was tailored to meet individual needs. Technology was used to improve the service for people. Peoples healthcare needs were well-managed, and staff sought support from healthcare professionals as required.
People’s nutritional needs were supported.
Peoples plans of care and support were personalised, staff had the information to provide care in an individualised way. People has the opportunity to give regular feedback and make suggestions to improve the service.
The service was well led. Staff felt well supported by the registered manager and thought she was fair, open and receptive to change. Systems were in place to monitor accidents and incidents, to learn lessons and make improvements.
The service was working within the principles of the Mental Capacity Act. 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.
Rating at last inspection
The last rating for this service was Good (published 10 August 2016).
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to review information we receive about the service until the next scheduled inspection. If we receive any information of concern, we may inspect sooner than scheduled.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk