10 July 2019
During a routine inspection
Mrs Susan Perry, trading as Wishing Well Homecare is a domiciliary care service providing care to 40 older people in their own homes, some of whom have being diagnosed with dementia care needs. 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. At the time of inspection, 20 people were receiving a regulated service.
People’s experience of using this service and what we found
People were supported by an exceptionally caring and compassionate staff team. People were supported to maintain their independence and their privacy and dignity was valued and respected.
People told us they received exceptional care and support from the provider and the staff, who they praised for going ‘above and beyond’ to ensure people were safe and happy in their homes. People were supported to be part of the local community thus reducing loneliness and social isolation. This was considered by staff and relatives to be a strength of the service as it enhanced people’s quality of life. The feedback we received reflected the value of this support in maintaining independence and positive health.
People received safe care and support. Risks were assessed and managed to reduce the likelihood of avoidable harm. People received timely support from a consistent staff team. Systems used for the management of medicines were safe and people received their medicines as prescribed.
People’s needs were assessed and reviewed to ensure their care needs were met. Staff received training relevant to their role and received excellent support from the provider and colleagues. Staff sought people’s consent before providing care and decisions about people’s care and treatment were made in line with law and guidance. People received sufficient amounts to eat and drink to maintain their health. People were supported to access healthcare agencies when required.
People’s care was responsive to their changing needs. People, and their relatives, were involved in the assessment and planning of their care and communication was excellent to enable people to work together to ensure people’s needs were met fully. People knew how to raise a concern and always felt listened to.
People, relatives and staff felt the service was well managed. People, and staff, had regular opportunities to share their views about the service. The provider carried out audits to ensure the quality of care provided. The newly appointed manager was making improvements to some processes to make the service more efficient in line with best practice updates and changing legislation.
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.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Why we inspected
This was the first inspection of this service since registration in July 2018.
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.