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Walfinch Suffolk Coastal

Overall: Good read more about inspection ratings

35 High Street, Saxmundham, IP17 1AJ (01728) 598080

Provided and run by:
Wickham Care Company Ltd

Latest inspection summary

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Background to this inspection

Updated 27 April 2022

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.

As part of this inspection we looked at the infection control and prevention measures in place. This was conducted so we can understand the preparedness of the service in preventing or managing an infection outbreak, and to identify good practice we can share with other services.

Inspection team

This inspection was carried out by an inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service. The Expert by Experience made telephone calls, off site, to obtain feedback from people who used the service and their relatives.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

Notice of inspection

This inspection was announced. We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.

The service had a manager registered with the Care Quality Commission. They were also the provider. This meant they were legally responsible for how the service is run and for the quality and safety of the care provided. A general manager had been appointed and was overseeing the day to day running of the service. They were in the process of applying to be the registered manager.

Inspection activity started on 24 March 2022 when we visited the office location and ended on 5 April 2022 when we gave feedback.

What we did before the inspection

We reviewed our systems and information we held about the service. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We took this into account when we inspected the service and made judgements in this report.

During the inspection

We visited the office location on 24 March 2022. We spoke with the registered manager, the general manager, a compliance and quality assurance officer and a field care supervisor. We determined which three staff files we would look at and the care records we would review for four people. This included their risk assessments, support plans, daily records and medication records.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at training data, accident and incident records and management monitoring and oversight records.

We had contact with six people who receive care and support from Walfinch Suffolk Coastal, six relatives and one person’s representative. We spoke with three members of staff and received electronic feedback from six members of staff and the local commissioning team who work with the service.

Overall inspection

Good

Updated 27 April 2022

About the service

Walfinch Suffolk Coastal is a domiciliary care service providing care to people in their own homes. Not everyone who used the service received personal care. CQC only inspects where people receive a regulated activity of personal care. This is help with tasks related to personal hygiene and eating.

Where they do receive personal care, we also consider any wider social care provided. At the time of inspection, Walfinch Suffolk Coastal provided a service to 41 people of which 39 people received personal care.

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

People and their relatives were complimentary about the service Walfinch Suffolk Coastal provided and would recommend the service. The management worked in partnership with people, relatives and other professionals to achieve individualised, person-centred care.

Staff had received safeguarding training and knew how to protect people from potential harm. Safeguarding policies and processes were in place.

Medicines and risks associated with people’s care was well managed, and in line with legislative requirements and recognised best practice guidelines. Staff followed good infection prevention and control practices to keep people and themselves safe.

People were supported by a safely recruited staff team who had the relevant training and qualifications to safely meet their needs. However, staffing and recruitment was a challenge, particularly considering the impact of the COVID-19 pandemic. Despite this staff and the management team worked hard to ensure that people received their care calls as planned. Overall, people received their care calls at the times they expected, for the length of time agreed and from staff they knew.

Staff understood the importance of gaining consent from people. People were supported to have maximum choice and control of their lives and care 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's care plans were person-centred, they promoted choice and guided staff on how to support people safely and encourage their independence. They included information on what was important to people including their preferences and interests.

The management worked in partnership with people, relatives and other professionals to achieve individualised, person-centred care.

People and relatives felt able to raise any issues with the staff and management team and were confident these would be addressed. Staff felt supported and valued in their role by the management team.

Effective systems to monitor the quality and safety of the service were in place.

Rating at last inspection

The service was registered with us on 21 April 2020. This is their first inspection.

Why we inspected

This was a planned comprehensive inspection.

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.

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