Archived: Silloth Cumbria Also known as Hayley's Homecare

Updated 3 July 2021

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

The 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 homes.

The service had a manager registered with the Care Quality Commission. They were also the provider and were legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

This inspection was announced.

Inspection activity started on 17 May 2021 and ended on 26 May 2021. We visited the office location on 20 May 2021.

What we did before the inspection

We reviewed information we had received about the service since it was registered. We sought feedback from the local authority and care professionals who work with the service. The provider completed a provider information return during 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 four people who used the service and a relative about their experience of the care provided. We contacted nine members of staff and spoke with the provider/registered manager and two office staff.

We reviewed a range of records. This included two people’s care records and multiple medication records. We looked at three staff files in relation to recruitment and training records. 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.

Updated 3 July 2021

About the service

Silloth Cumbria (also known as Hayley’s Homecare) is a domiciliary care service which provides personal care to people who live in their own homes. At the time of this inspection, 17 people were using the service.

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

People were very complimentary about the service they received and highly praised the management and staff. They said staff were “caring, kind, lovely and respectful”. People, a relative and a care professional said the service went “above and beyond” what was expected of them.

People said they felt safe and confident with the service. They said they were well-supported during the COVID-19 pandemic and described how staff always wore the correct PPE.

Staff made sure people were treated with dignity and respect. People were fully involved in the arrangements about their care service and their decisions were respected. Staff had a very good working relationship with other care agencies for the benefit of the people who used the service.

The service was safe. Staff understood how to report any concerns and said these were listened to. Risks to people’s health and safety were managed without compromising their independence. Medicines were managed in a safe way.

There were enough staff to make sure people received care and support when they needed it. At the time of the inspection, there were some gaps to recruitment records. We have made a recommendation about this.

People were supported to have maximum choice and control of their lives and staff assisted them in the least restrictive way possible and in their best interests; the policies and systems in the service upheld this practice.

People said staff were competent and professional. Staff said they were well-supported by the provider/registered manager and were encouraged to progress with training and qualifications.

The service aimed to provide person-centred, compassionate care for people. People and staff said the provider/registered manager was “very helpful” and “very approachable” and always willing to help.

The provider/registered manager was committed to continuous improvement of the service.

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 29 October 2019 and this is the first inspection.

Why we inspected

This was a planned inspection of a new service.

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.