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Archived: Wilaade Care Service

Overall: Requires improvement read more about inspection ratings

Regus House, Fairbourne Drive, Atterbury, Milton Keynes, Buckinghamshire, MK10 9RG (01908) 487535

Provided and run by:
Mrs Christiana Folakemi Akingbade

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Background to this inspection

Updated 19 January 2019

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

This inspection took place on the 12 and 13 November 2018 and was announced. We gave the service 48 hours’ notice of the inspection visit because we needed to be sure staff would be available to meet with us. We visited the office location on the 12 November to review care records and policies and procedures and talk with the registered provider and office staff. We completed the inspection with telephone calls to people and staff on the 13 November.

The inspection team consisted of an inspector and an inspection manager.

On this occasion, we had not asked the registered provider to send us a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. However, we offered the registered provider the opportunity to share information they felt relevant with us.

We contacted commissioners and asked them for their views about the service. Commissioners are people who work to find appropriate care and support services for people. We also requested information from Healthwatch. Healthwatch is an independent consumer champion for people who use health and social care services.

We spoke with three people using the service and three people’s relatives. We also spoke with the registered provider, the care co-ordinator and three members of care staff. We looked at records relating to all aspects of the service including care, staffing, and quality assurance. We also looked at four people’s care records and three staff recruitment files.

Overall inspection

Requires improvement

Updated 19 January 2019

This announced inspection took place on 12 and 13 November 2018. Wilaade Care Service was first registered with the Care Quality Commission on 22 November 2017; this was the first comprehensive inspection of the service.

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 adults. At the time of inspection, the provider was supporting 19 people with personal care.

Not everyone using Wilaade Care Service receives 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.

The registered provider was also the manager of the service, therefore the service is not required to have a registered manager in post. Registered providers and registered managers are 'registered persons' and as such have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The registered provider did not have all appropriate measures in place to assure themselves of the quality and safety of the service. People could not always be assured that their care visits would take place at the agreed time. Records of staff training needed to be collated to ensure the provider had sufficient oversight of staff learning and development.

Policies and procedures were not always followed; staff recruitment processes needed to be strengthened to ensure that all necessary checks and risk assessments had been completed as part of the staff selection process. The registered provider needed to ensure that staff were provided with regular formal supervision in line with their policy.

People were supported in a safe way. Staff had an understanding of abuse and the safeguarding procedures that should be followed to report abuse. All the staff we spoke with were confident that any concerns they raised would be followed up appropriately by the provider. People had risk assessments in place to cover any risks that were present within their lives, but also enabled them to be as independent as possible.

There were safe systems in place for the administration of medicines and people received their medicines as prescribed. Staff supported people in a way which prevented the spread of infection. Staff used the appropriate personal protective equipment to perform their roles safely.

Staff completed induction training where they completed mandatory training courses and were able to shadow more experienced staff.

Where needed staff supported people to have access to suitable food and drink. Staff supported people to health appointments when necessary. Health professionals were involved with people's care as and when required.

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 involved in their own care planning as much as they could be, and were able to contribute to the way in which they were supported. Care planning was personalised and considered people's likes and dislikes, so that staff understood their needs fully. People were in control of their care and listened to by staff.

Staff treated people with kindness, dignity and respect and spent time getting to know them and their specific needs and wishes. People told us they were happy with the way that staff spoke to them, and they provided their care in a respectful and dignified manner.

The service had a complaints procedure in place. This ensured people and their relatives were able to provide feedback about their care and to help the service make improvements where required.

At this inspection we found the service to be in breach of two regulations of the Health and Social Care Act 2008 (Regulated activities) Regulations 2014. The actions we have taken are detailed at the end of this report.