We carried out a review of the data available to us about Heritage Healthcare- Wakefield on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Heritage Healthcare- Wakefield, you can give feedback on this 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.
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to older adults. Not everyone using Heritage Healthcare – Wakefield receives a regulated activity. CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided. There were 25 people using the service at the time of the inspection, 17 of whom received support with a regulated activity.
There was a registered manager in post but they were on annual leave at the time of the site visits so we spoke with them by telephone on 24 August 2018. A registered manager is a person who has registered with the Care Quality Commission 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 2008 and associated Regulations about how the service is run.
People and relatives we spoke with were happy with the support they received and told us they felt safe with staff. This was because staff were confident and well trained, always willing to work with the person and ensure their needs were met as they preferred them to be. Staff were able to explain how they would recognise and respond to any concerns promptly and we heard this happen during our site visit.
Risks were managed with the person at the centre and measures to reduce the likelihood of harm were understood and followed by staff. Risk assessments and care plans were detailed and provided staff with the relevant guidance.
We found people received calls at the time and for the duration they requested, and staff had sufficient time to complete tasks. The electronic system used by the service provided real time data which was overseen by the registered manager and provider to ensure swift action was taken if alerts were received.
Medication administration and infection control practices were safe and followed required guidelines.
The registered manager displayed a thorough knowledge of their role and how to access current best practice information. They discussed many topics in depth showing an appreciation of the challenges of care delivery whilst keeping the person at the centre. Their focus and drive was evident and embodied in the culture of the service by the many positive comments received by people using the service and staff.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.
People were supported to access other services as required and staff were encouraged to ask for training in specific conditions which was duly arranged. Effective nutritional monitoring was in place.
People and relatives spoke extremely highly of all care staff and were very complimentary about their approach and willingness to assist. People’s preferences and views were integral to care delivery including timing of calls and type and manner of support received. Records showed people were at the heart of the process.
Dignity and privacy was promoted at every opportunity and all staff placed a strong focus on this aspect of care delivery.
Care records contained detailed, person-specific information to guide and support staff so care was delivered in line with people’s wishes and preferences as far as possible. Staff spoke positively about the electronic system, saying how easy and reliable it was, providing current information and prompts for them to follow if needed.
The service had a dedicated provider committed to only the highest standards of care delivery and who was supported by an excellent registered manager who embodied this vision in their leadership. People and staff all spoke very highly of the service and told us how responsive it was. External agencies also endorsed the service, citing some of the work undertaken as excellent in supporting people. The continual drive to improve and be the best was evident in day to day tasks, and encouraged through its robust quality assurance systems which left nothing to chance.