Wirral Independent Living & Learning

Updated 18 May 2019

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team: The inspection was undertaken by one adult social care inspector.

Service and service type: Wirral Independent Living and Learning (WILL) is a domiciliary care agency providing personal care to people in their own homes.

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: This inspection was unannounced on the 29 April 2019 and announced 30 April 2019.

Inspection site visit activity started on 29 April 2019 and we visited the office location on the 29/30 April 2019 to see the managers and office staff, trustees and family members; and to review care records and policies and procedures. We spent time visiting support staff and people in the community on 30 April 2019.

What we did:

Before the inspection

We reviewed notifications we received from the service in line with their legal obligations.

We looked at information the provider had sent us about the service in the Provider Information Return (PIR).

During the inspection

We looked at the care records belonging to eight people using the service. Six staff recruitment records, medicine administration charts and other records relevant to the quality monitoring of the service.

We reviewed records of safeguarding investigations, accidents, incidents and complaints.

We discussed quality assurance processes and checked recruitment, supervision and training information.

We spoke with four people who used the service and observed interactions between them and their staff.

We spoke with three relatives of people using the service, five support staff, two team leaders, Lee court manager, two trustees and the chairman, the operations manager, and the registered manager who is also the CEO.

Updated 18 May 2019

About the service: Wirral Independent Living and Learning (WILL) is a domiciliary care agency that was set up by a group of parents and carers of adults with learning disabilities to support them to live as independently as possible. The service was providing support to 48 people in their own homes whether they lived with relatives or in supported living accommodation.

People’s experience of using this service: There was a strong person-centred culture. Staff knew the needs and preferences of the people they were supporting extremely well. Staff had developed very positive relationships with people and were seen to display kindness as well as compassionate support to them.

People received personalised care and support which was in line with their care plans. People's privacy and dignity was respected, and independence promoted. Staff were committed to improving the quality of life and opportunities available for people. Staff cared and supported people to a very high standard always ensuring it was the person making decisions. The service had developed community links to reflect the needs of people. It worked with colleges and charities as well as health and social care professionals to deliver improved outcomes and experiences for people.

Staff showed a good understanding of their roles and responsibilities for keeping people safe from harm.

Medicines were managed safely, and people received their prescribed medicines at the right time. Health needs were understood and met.

There were sufficient numbers of safely recruited and suitably qualified staff to meet people's individual needs.

Staff received a range of training and support appropriate to their role and people's needs.

The registered provider complied with the principles of the Mental Capacity Act (MCA) 2005. Staff understood and respected people's right to make their own decisions where possible and encouraged people to make decisions about the care they received. Consent had been sought before any care had been delivered in line with legal requirements.

People knew how to make a complaint and they were confident about complaining should they need to.

The registered manager with the support of the operations manager were described as supportive and approachable. They demonstrated a good understanding of their roles and responsibilities as a registered person. They worked in partnership with other agencies to ensure people received care and support that was consistent with their assessed needs.

Rating at last inspection: Good (Date published 11 October 2016)

Why we inspected: This was a planned inspection based upon the ratings at the last inspection.

Follow up: We will continue to monitor this service and plan to inspect in line with our re-inspection schedule.

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