Background to this inspection
Updated
12 November 2021
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 carried out by two inspectors.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
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 24 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 21 September 2021 and ended on 23 September 2021. We visited the office location on 21 September 2021.
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. 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 four people who used the service and four relatives about their experience of the care provided. We spoke with eight members of staff including the registered manager, the field care supervisor, senior care workers and care workers.
We reviewed a range of records. This included six people’s care records and medication records. We looked at three staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
After the inspection
We looked at training data and reviewed feedback about the service.
Updated
12 November 2021
About the service
Heritage Healthcare- Wakefield is a domiciliary care agency providing personal care to 39 people at the time of the inspection. 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
Staff demonstrated the service’s vision and values. There was a focus on delivering high-quality care, with a clear emphasis on people. A robust governance framework was in place. Staff involvement was key in developing care improvement. Quality performance was managed. People, relatives and staff were engaged with the service. The provider actively developed links with partner organisations and used these to shape and improve both the service and the market.
Systems were in place to ensure people were safeguarded from abuse. Risks to people were assessed, monitored and managed. People were encouraged and supported to maintain their independence. Sufficient staffing levels were in place. Medicines were administered safely. People were well protected by robust infection prevention and control measures. Incidents were reviewed, lessons learned and improvements identified and shared.
People's needs and choices were assessed and reviewed in line with current best practice and legislation. Outcomes were identified and people supported to achieve these. Staff were well supported. People were supported to eat, drink and maintain a balanced diet. There was a strong team ethos. Consent to care and treatment was sought and recorded. 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.
People were treated with respect. Care plans recorded how people were involved in their care. Their views and wishes were at the centre of their support. Care plans provided detailed direction to enable staff to deliver care which respected people's privacy and dignity. Daily notes recorded how staff encouraged people's independence.
People were placed at the heart of their care plans to ensure care delivered was person-centred. People's concerns and complaints were dealt with promptly and consideration was given to how improvements were made. People were supported at the end of their life.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was good (published 4 October 2018).
Why we inspected
This was a planned inspection based on the previous rating.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Heritage Healthcare- Wakefield on our website at www.cqc.org.uk.
Follow up
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.