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Management HQ, Headway Worcester Trust Good

Inspection Summary

Overall summary & rating


Updated 7 July 2016

We undertook an announced inspection on 26 May 2016.

We gave the provider 48 hours’ notice of our intention to undertake an inspection. This was because the organisation provides a domiciliary care service to people in their homes and or the family home; we needed to be sure that someone would be available at the office.

The provider registered this service with us to provide personal care and support for people with a range of varying needs including dementia, who live in their own homes. At the time of our inspection 34 people received support with personal care.

There was a registered manager for this service. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered providers and registered managers 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.

Overwhelmingly, people and their relatives told us that being supported by this service made a difference to their lives. They all said the staff and management team were caring and always treated them with dignity and respect. People explained how staff regularly went the extra mile for them and how this was reflected through the management practices. Relatives told us they were involved as part of the team to support their family member.

People told us they were empowered by staff and the management team keep control over their own lives. The management team had a clear ethos that people using the service were at the heart of everything they did. This was demonstrated by people using the service being included on the board of trusties and involved in decisions about service development. People using the service were also included in their recruitment procedures. This cascaded the message to staff right from the beginning about the importance of people using the service.

People we spoke with said they had support from regular carers who knew them well. Staff we spoke with recognised the different types of abuse. There were systems in place to guide staff in reporting any concerns. Staff were knowledgeable about how to manage people’s individual risks, and were able to respond to peoples’ needs. People were supported to receive their medicines by staff that were trained and knew about the risks associated with them.

Staff had up to date knowledge and training to support people. Staff always ensured people gave their consent to the support they received. The management team regularly reviewed how people were supported to make decisions. . People were supported to eat and drink well, when identified as part of their care planning. They explained that they were supported to make their own decisions and be as independent as they could. People and their relatives told us staff would access health professionals as soon as they were needed. We saw there was effective communication with people, staff and health care professionals which improved people’s well-being.

People told us they were important to the staff and the management team. They said they were regularly asked their views about if they were happy with the support they received. People who used the service were involved with collecting feedback from other people who used the service.

People and their relatives knew how to raise complaints and the management team had arrangements in place to ensure people were listened to and appropriate action taken. Staff were involved in regular meetings, training and one to one’s to share their views and concerns about the quality of the service. People and staff said the management team were accessible and supportive to them. The management team were adaptable to changes in peoples’ needs and communicated changes to staff effectively.

The management team monitored the quality of the service in an inclusive way. The registered manager ensured there was a culture of openness and inclusion for people using the service and staff. The management team had systems in place to identify improvements and action them in a timely way. They involved people who used the service through-out their management systems to ensure they were at the heart of decisions made about the service.

Inspection areas



Updated 7 July 2016

The service was safe

People benefitted from support received from regular staff that knew their needs and managed their identified risks. People were supported by staff that knew how to support them in a safe way. People were supported with their medicines to ensure they had them as prescribed.



Updated 7 July 2016

The service was effective

People were supported by staff who knew how to meet their needs. Staff were knowledgeable about how to support people. People received support from staff that respected people’s rights to make their own decisions, where possible. People were supported to access health care when they needed to.



Updated 7 July 2016

The service was caring

The service was caring

People benefitted from exceptional care from staff who were inspired by their management team to put people at the heart of everything they did. People received compassionate and caring support from a staff team that would often go the extra mile to enhance their overall well-being. Staff respected peoples’ dignity and worked with people to achieve as much independence as possible.



Updated 7 July 2016

The service was responsive

People were involved in how they were supported by carers who listened and were adaptable to their needs. People benefitted from regular reviews of their support needs. People and their relatives were confident that any concerns they raised would be responded to appropriately.



Updated 7 July 2016

The service was well-led.

People, relatives and staff felt supported by the management team. The culture of the service was to focus on each person as an individual and to involve them with all aspects of their care.