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

Inspection Summary

Overall summary & rating


Updated 26 May 2017

The inspection of the office location took place on 10 February 2017. On 28 February 2017 we visited people in their own homes to receive face to face feedback on the service they received On 16 March 2017 we contacted people and relatives for feedback about the service they received. Wilnash Care Limited provides personal care and support to people living in their own homes. There were 32 people being supported by the service at the time of our inspection.

The service had a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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 and associated Regulations about how the service is run.

When we last inspected the service on 5 August 2016 we found breaches of regulations 9, 10, 12, 16, 17 & 18 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. This was because the provider had failed to manage people’s medicines safely, there was insufficient care planning in place to ensure people’s individual needs were being met, people’s dignity was not always respected or maintained, the staff team were not provided with support or supervision to ensure they were able to meet people’s specific health needs. The provider’s governance and monitoring systems had failed to identify and address concerns about the lack of training for staff to meet people’s specific health conditions. We took action using our regulatory powers and urgently imposed a restriction to ensure Wilnash Care Limited took no further admissions, and sought urgent assurances to ensure people were kept safe. We also placed the service in Special Measures and kept the service under review along with referring our findings to the local authorities safeguarding and commissioning teams.

Following the comprehensive inspection, the provider wrote to us to tell us how they would make the required improvements to meet the legal requirements. At this inspection we found that the provider had made the necessary improvements and therefore improved the quality of the service provided at Wilnash Care Limited.

At this inspection we found that the service had significantly improved. People told us they received care and support that met their individual needs. People were involved in the development, planning and review of their care.

Staff knew people well and treated them with dignity and respect. Care plans were personalised and contained detailed information about people’s support needs and risk assessments were detailed and specific providing staff with all relevant information to ensure risks were both identified and mitigated where possible. Staff knew how to recognise and respond to any allegations of abuse. Medicines were managed safely.

People were supported by sufficient numbers of staff and these were recruited through a robust process which helped ensure staff were suited for the roles they performed. Staff were inducted and received on-going training and support. Staff had individual supervisions, team meetings and regular contact with office staff to share good practice and discuss any concerns.

People were supported to make their own decisions, and to retain where possible everyday living skills and abilities and their choices were respected. Their views were obtained through a variety of communication feedback methods and people’s views were taken into account.

The service demonstrated they had systems and processes in place to monitor and improve the service to achieve a consistently good standard of care and support for everyone who used the service. There was a call monitoring system in place and spot checks were carried which ensured visits to people were provided at the agreed times.

Inspection areas



Updated 26 May 2017

Staff were aware of abuse and how to report any concerns.

There were sufficient numbers of staff available to meet people’s needs at all times.

People were supported by staff who had been recruited via a robust recruitment process.

People’s medicines were managed safely and they received them in a timely way.



Updated 26 May 2017

The service was effective.

People received support that was effective and met their assessed needs.

Staff received training and support relevant to their roles.

Staff sought people’s consent before providing care. Staff were aware of MCA principles.

People were encouraged to eat and drink sufficient amounts to maintain their health.

People were supported to access health care professionals when required.



Updated 26 May 2017

The service was caring.

People were treated in a kind and caring way.

Staff knew about people’s individual needs and wishes.

People’s privacy was respected and they were treated with dignity and respect.



Updated 26 May 2017

The service was responsive.

People were encouraged to be involved in decisions about their care where possible and appropriate.

People were supported to participate in activities and attend events within the community.

There was a complaints process in place and people’s concerns were acted upon.



Updated 26 May 2017

The service was well-led.

People, their relatives and staff felt the management of the service was consistently good.

The provider had systems and processes in place to monitor the quality of the service.

The service demonstrated a people first approach which was transparent and inclusive.