Alcedo Care Wigan and St Helens

Alcedo Care Wigan and St Helen’s is a domiciliary care service that provides support and personal care to children and adults in their own homes. Not everyone who used the service received personal care. At the time of our inspection 127 people received support with their personal care. The Care Quality Commission 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

People’s areas of risk was not always safely assessed or managed. Care records did not always contain the relevant information, guidance or support for staff to follow. Medical / health conditions were often recorded, however there was little or no information about the surrounding risks, management of risk or support the person may need.

Quality assurance and governance measures were in the process of being improved by the manager. We were not always assured that the current quality performance or risk management measures were always used effectively to safely monitor, manage or improve the quality and safety of care people received.

Safe recruitment measures were in place and staffing levels had improved following an extensive recruitment drive. However, we received feedback and reviewed data which indicated people had not always received support at the agreed times. The systems used to monitor the reliability of call times were not effective.

Medication administration procedures were in place. However, we were informed that the electronic system was in the process of being updated. Staff were trained, regularly had their competency levels checked and audits were being completed as a measure of monitoring compliance. We identified one concern regarding medication administration that we brought to the attention of the manager.

Infection prevention and control (IPC) measures and arrangements were in place. PPE was readily available, and staff were provided with the relevant personal protective equipment (PPE). Staff were engaged in twice routine weekly COVID-19 testing regimes.

Staff were familiar with safeguarding policies and procedures and knew how to escalate their concerns as a measure of keeping people safe. People told us they felt safe when receiving care. One person told us, “Very happy, the carers are brilliant. I feel very safe.”

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.

The majority of care records contained personalised information and staff were familiar with the people they were providing support to. However, the level of information was not always consistent across all care records we reviewed.

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

This service was registered with The Care Quality Commission on 13 April 2021 and this was the first inspection at this newly registered location. The last rating for the service (at the previous registered location) was ‘requires improvement’ (published 23 October 2019).

Why we inspected

This inspection was prompted by a review of the information we held about this service. We have found evidence that the provider needs to make improvements. Please see the safe and well-led sections of this full report

Enforcement

We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection. We will continue to monitor the service and will take further action if needed. We have identified breaches in relation to safe care and treatment and good governance

Please see the action we have told the provider to take at the end of this report.

Follow up

We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will continue to monitor information we receive about the service, which will help inform when we next inspect.