Wilaade Care Services Limited

Updated 24 February 2022

The inspection

We carried out this performance review and assessment under Section 46 of the Health and Social Care Act 2008 (the Act). We checked whether the provider was meeting the legal requirements of the regulations associated with the Act and looked at the quality of the service to provide a rating.

Unlike our standard approach to assessing performance, we did not physically visit the office of the location. This is a new approach we have introduced to reviewing and assessing performance of some care at home providers. Instead of visiting the office location we use technology such as electronic file sharing and video or phone calls to engage with people using the service and staff.

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 homes.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

We gave a short period of notice for the inspection. This was because we needed to be sure the registered manager would be available to support the inspection.

What we did before the inspection

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.

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority. We looked at all the information which we hold about the service including notifications. We used all this information to plan our inspection.

During the inspection-

This performance review and assessment was carried out without a visit to the location’s office. We used technology such as video calls to enable us to engage with people using the service and staff, and electronic file sharing to enable us to review documentation.

Inspection activity started on 1 February 2022 and ended on 10 February 2022.

We spoke with two people using the service and four relatives about their experience of care provided. We spoke with five members of staff including the registered manager and care workers.

We reviewed a range of records. This included three people’s care records and 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.

Updated 24 February 2022

About the service

Wilaade Care Services Limited is a domiciliary care agency providing personal care to people living in their own homes or flats. At the time of the inspection the service provided support to 25 people, all of whom were in receipt of 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

Following the last inspection a quality assurance system had been implemented. However, this had not addressed areas of inconsistency we found within the records of timings of care visits for some people. The registered manager acknowledged further work was required to ensure the quality assurance system was robust in driving positive outcomes for people.

People and their relatives told us they received care from familiar staff and were happy with the standard of care provided.

People liked the staff who were providing their care and support. People and their relatives told us the staff were kind and professional. One person told us, "The staff are very professional in how they support me. They do not rush me and take time to chat. I am very happy with the care they provide."

Individual care plans and risk assessments had been completed which provided guidance to staff on the delivery of person-centred care. Staff were familiar with people and were knowledgeable of individual risks relating to the delivery of their care and support.

Pre-employment checks of staff had been completed which included checks of criminal records, obtaining references and exploring employment gaps. Staff completed an induction which included shadowing of experienced staff, training, and checks of their knowledge and skills.

People and their relatives told us they felt safe. Staff had received safeguarding training and were confident in their knowledge of recording and reporting safeguarding concerns.

Staff were aware of measures to take to reduce the risk of spread of infection. People and their relatives told us the staff wore face masks, aprons and gloves when providing care and support and disposed of this appropriately. The registered manager required all staff to complete weekly COVID-19 tests and recorded the results of these. Where staff members received a positive COVID-19 test result they were required to isolate at home in line with government guidance.

We received several positive comments about the staff and the care provided which included, "It is a good team who work well with my relative." And, "The service is positive in its approach and staff are consistent."

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection and update

Since the last inspection the provider has made changes to their registration when they became a limited company. This meant the service was re-registered with us on 16 January 2020. The last rating for the service was requires improvement published on 19 January 2019 and there were breaches of regulation. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.

Why we inspected

We undertook this focused inspection to check the provider had followed their action plan and to confirm they now met legal requirements. This report only covers our findings in relation to the Key Questions safe and well-led which contain those requirements.

For those key questions not inspected, we used the ratings awarded at the last inspection to calculate the overall rating. The overall rating for the service has changed from requires improvement to good. This is based on the findings at this inspection.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Wilaade Care Services Limited on our website at www.cqc.org.uk.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.

This was an ‘inspection using remote technology’. This means we did not visit the office location and instead used technology such as electronic file sharing to gather information, and video and phone calls to engage with people using the service as part of this performance review and assessment.