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Heywood Carers

Overall: Good read more about inspection ratings

1 Springbok Cottages, Springbok Estate, Alfold, Cranleigh, GU6 8HT (01483) 618333

Provided and run by:
Heywood Carers Limited

Important: This service was previously registered at a different address - see old profile

Latest inspection summary

On this page

Background to this inspection

Updated 7 April 2020

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

This inspection was carried out by one inspector and one Expert by Experience who made telephone calls to people and their families to request feedback. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

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. The registered manager was not present during the inspection, so we were assisted by the Care Manager who has daily oversight of care delivery.

Notice of inspection

We gave the service 72 hours advance notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

What we did before the inspection

We reviewed information we had received about the service since the last 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.

Inspection activity started on 20 February 2020 and finished on 9 March 2020. We visited the office location on 20 February 2020 and completed staff calls on 9 March 2020.

During the inspection

We spoke with three people who used the service and five relatives by telephone about their experience of the care provided. We spoke with two members of staff including the care manager and one care worker.

We reviewed a range of records. This included three people’s care records. We looked at three staff files in relation to recruitment, training and staff supervision. 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. We looked at training data and quality assurance records. We received feedback from an additional six relatives via the ‘Share Your Experience’ function on the CQC website. We spoke with an additional three staff members by telephone.

Overall inspection

Good

Updated 7 April 2020

About the service

Heywood Carers is a domiciliary care agency providing personal care to 38 people at the time of the inspection.

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 continued to benefit from an exceptionally caring, kind and compassionate service. We received overwhelmingly positive feedback about the quality of care from people and their families.

Staff promoted a strong person-centred culture and were motivated to deliver care that met and exceeded expectations. Staff were supported by an exceptionally caring management team who encouraged initiative and valued the impact this had on people’s lives.

Staffing levels were enough to ensure that people's needs were met. Staff were safely recruited.

People told us they felt safe using the service. Risks associated with people’s health and care were assessed and mitigated.

Staff were knowledgeable and well-trained. Staff told us they received support from the care manager and worked well with their colleagues.

A person-centred approach had been adopted in the assessing, planning and delivery of people's care and support.

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 service was well managed. Staff, people and their families praised the proactive and caring attitude of the care manager.

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

Rating at last inspection

The last rating for this service was good (published 8 June 2017).

Why we inspected

This was a planned inspection based on the previous rating.

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.