Archived: Westminster Homecare Limited (Great Bentley)

We considered our inspection findings to answer questions we always ask: Is the service caring? Is the service responsive? Is the service safe? Is the service effective? Is the service well led? This is a summary of what we found.

Is the service caring?

One person who used the service said. 'I cannot fault them, caring and kind people.' Another person said. 'They are excellent.' Two people told us that the service had not called them by telephone to inform them the care staff would be late. Everyone we spoke with told us that the care staff always treated them with dignity and respect, when they were working with them. One relative informed us, that they and their spouse could not get on with one staff member. They were impressed with the way the office quickly and effectively resolved that situation.

Is the service responsive?

The service employed field care support staff. One of their roles was to attend to care visits replacing the dedicated staff at times of sickness. During times of high staff sickness, there were occasions when the service had not been able to provide staff to attend to people's needs at the agreed allocated time.

Is the service safe?

When we arrived at the service headquarters, a member of staff greeted us and noted our identification. We were asked to sign the visitor's book and the fire procedures for the office and site were explained to us. New staff were personally introduced to the person who uses the service by a known person prior to the new staff member providing their care and support

Each care record included a risk assessment and the care record was updated by written notes each time care was provided. Some care records did not have the detail required to inform the care staff how to provide care to people.

Is the service effective?

Staff had a good knowledge of people's needs and how to provide for these effectively and consistently. The service sought the views of a representative sample of people by telephone each month to gauge it's performance. The service provided supervision to staff and carried out spot checks of care, but these activities were not consistently planned.

Is the service well led?

Staff told us that the manager's door was always open and that if ever they had any concerns they were confident that these would be acted upon. The service had invested in the development of a robust induction training for new staff. This was to support the retention of staff and to ensure there was sufficient to provide care to the people who used the service.