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Westmorland Homecare Temporary Office Outstanding

Inspection Summary


Overall summary & rating

Outstanding

Updated 17 July 2020

About the service

Westmorland Homecare Temporary Office provides personal care to people in their own homes in Kendal, South Lakeland and the surrounding areas. 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 our inspection 91 people were receiving personal care.

The service was previously located at another address in Kendal. The provider temporarily relocated to a new office while building work was carried out on their main office.

People’s experience of using this service and what we found

People were exceptionally safe. The provider had extremely robust and innovative systems which made people feel very safe. The staff were exceptionally well-trained in protecting people from abuse. Risks were managed creatively to keep people safe and promote their quality of life. People and their families were involved in decisions about their safety to the maximum possible extent and people’s choices were respected. There were always enough staff to support people. People were actively involved in decisions about who would provide their care and who the company employed. Medicines were very well managed and people experienced positive outcomes which took account of their wishes and improved the quality of their lives. People were very well protected from the risk of infection, including during the Coronavirus pandemic.

People experienced very positive outcomes because they were supported by staff who were exceedingly well trained and exceptionally skilled. There was a truly holistic approach to assessing, planning and delivering care. People’s care was planned and delivered in line with best practice. The provider used creative and innovative means to support people to maintain a balanced diet and to drink enough to maintain good health. The registered manager had excellent links with local healthcare services. The staff were proactive at identifying people’s health needs and ensuring they had timely access to appropriate healthcare support. The registered manager was very knowledgeable about how to protect people’s rights, especially people who did not have capacity to make their own decisions. 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 exceptionally complimentary about how caring the staff were. The staff valued the people they cared for. They routinely ‘went the extra mile’ to enhance people’s lives. The provider carefully matched people with staff that had similar interests and personalities. This supported people to build strong, meaningful and trusting relationships with the staff. The staff and registered manager supported people to express their views about what was important to them and people received care in a way that took account of their wishes and preferences. The staff respected people’s privacy and promoted their dignity and independence. They supported people to regain skills and confidence to carry out tasks themselves. People’s human rights, equality and diversity were very important to the service. The staff were supported to understand their responsibilities and to challenge any poor practice they identified.

The service was exceptionally person-centred and responsive to people’s needs. The staff thoroughly explored people’s background and life history to understand what was important to them and how they wanted their care delivered. People’s care was planned and provided to enhance their lives. People felt consulted, listened to and valued. The staff were extremely skilled in understanding and respecting people’s diversity, values and beliefs. The provider took a key role in the local community and found in

Inspection areas

Safe

Outstanding

Updated 17 July 2020

The service was exceptionally safe.

Details are in our safe findings below.

Effective

Outstanding

Updated 17 July 2020

The service was exceptionally effective.

Details are in our effective findings below.

Caring

Outstanding

Updated 17 July 2020

The service was exceptionally caring.

Details are in our caring findings below.

Responsive

Outstanding

Updated 17 July 2020

The service was exceptionally responsive.

Details are in our responsive findings below.

Well-led

Outstanding

Updated 17 July 2020

The service was exceptionally well-led.

Details are in our well-led findings below.