Background to this inspection
Updated
21 April 2020
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
This inspection was carried out by one inspector.
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 two managers registered with the Care Quality Commission and a third manager who worked alongside them. Together they were also the provider and 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 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the registered managers would be in the office to support the inspection.
Inspection activity commenced 21 February 2020 and finished 26 February 2020.
What we did before the inspection
We reviewed information we received about the service since they were first registered. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.
During the inspection
We spoke with one person who used the service and three relatives about their experience of the care provided. We spoke with six members of staff including the two registered managers and care workers. We also spoke with an external training provider who was present on the day of the site visit.
We reviewed a range of records. This included two people’s care records and one person’s 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 continued to seek clarification from the provider to validate evidence found. We also sourced feedback from the local authority.
Updated
21 April 2020
About the service
Woodhall Support Services is a domiciliary care agency. They provide assistance with personal care to people living in their own home. At the time of inspection, they were supporting 13 people, five of whom received support with personal care.
Not everyone who used the service received support with 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
The provider had not consistently applied their recruitment procedures due to pre-existing knowledge of some of the staff employed. The provider took immediate action and all the information was in place before the inspection activity concluded.
People felt safe with the care received. Risks to people’s safety were considered on a day to day basis and in the event of adverse situations, such as bad weather.
People received their medicine on time by staff who had received training in the safe administration of medicine. People were protected from the risk of infection by staff who all had access to adequate personal and protective equipment.
Accident and incident forms were reviewed to ensure any necessary lessons were learnt and shared with the rest of the team.
People’s care needs were assessed, and care plans were devised which contained all the necessary information. People had access to healthcare, support with maintaining a balanced diet and, in maintaining contact with other agencies who were involved.
Staff received training to support them in their role and staff felt they had sufficient knowledge to fulfil their role.
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 well treated. Their views were encouraged and their right to privacy was respected.
People’s care plans were personalised to their individual needs and people received care and support at a time that suited them. People’s communication needs were considered at all times.
People were supported to access their community and we received positive feedback regarding the companionship offered.
People knew how to raise a complaint and the provider had a process in place to ensure all concerns raised were investigated and feedback was provided.
The provider was not supporting anyone with end of life care at the time of inspection but were looking to increase the staff training in this area.
People were complimentary about the service and staff felt they were supporting people to achieve positive outcomes. The provider monitored the quality of the care being delivered and were aware of their duty of candour.
The provider worked with others and could demonstrate continuous learning and engagement with staff and the people they supported.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
This service was registered with us on 27 February 2019 and this is the first inspection.
Why we inspected
This was a planned inspection based on the date the service first registered with us.
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.