Candlelight Homecare Services Wimborne Area Office

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Improvements had been made to the governance systems within the service and had been sustained. However, they were not always robust to ensure the provider had adequate oversight. Improvements were immediately put into place to enable robust oversight. Leadership was visible within the service, management and office staff had defined roles and responsibilities. Links had been made with external professionals and relationships were effective for people. Staff were supported in their role and team working was actively sought with various recognition initiatives. People, their relatives and staff had confidence in the management of the service. Policies and procedures were in place to ensure the service operated safely.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The management team, provider and staff had the same vision for the service, that was to provide the best possible care and support for people. Staff were happy in their role, and this meant people were happy with their support.

The provider and staff sought the views of people and their families through surveys, individual conversations and reviews.

Leadership was visible, the provider, registered manager, deputy manager and the support staff team at Candlelight Homecare Services Wimborne Area Office had a common goal to provide good quality care for people using their service. Staff were committed to their role in supporting people to live well at home. Staff were complimentary about the management of the service. Some of the comments were, “The deputy manager [name] is wonderful she has such a lovely calm way around her she makes you calm. They are who I would go to”, “We are very happy with them all” and “I feel confident and reassured on my visits through the day.”

Staff knew how to raise concerns, there were procedures in place. Communications between the team was effective and information was disseminated to keep them updated, they felt included. Everyone told us they were confident in the management of the service and that it was well led.

Staff knew where to find policies to support them should they need to raise concerns. They knew they should speak with the provider to escalate concerns or with outside agencies if more appropriate.

Candlelight Homecare Services Wimborne Area Office had policies and procedures in place to support staff in speaking up. This included up to date policies in relation to safeguarding and whistleblowing.

People and their relatives told us the staff support was positive and staff appeared happy in their role. Staff were from diverse backgrounds, and everyone was welcomed into the service. Staff told us they would care for anyone if they needed it, regardless of their background. Staff received training in equality, diversity and inclusion and this was up to date.

Policies and procedures supported diversity and inclusion within the service.

People and their relatives were complimentary about the leadership of the service. They were confident and knew who the management staff were and who to contact should they need to. Candlelight Homecare Services Wimborne Area Office had made improvements since our last inspection. However, they were continuing to improve and strengthen their governance systems. The provider and registered manager were engaged in the assessment process, and we were assured by their adjustments to ensure their governance systems were effective.

The provider had made all other notifications to CQC as required by law. A notification is the action that a provider is legally bound to take to tell us about any changes to their regulated services or incidents that have taken place in them.

People and their relatives told us the service worked well with all the professionals involved in their care and they contacted them when needed.

Staff told us they were keen to ensure people using the service continued their links within their local community if they wanted it. We saw many examples of staff supporting people to meet friends and family.

We received positive feedback about working in partnership with Candlelight Homecare Services Wimborne Area Office. The service worked well and communication was good to ensure people received good all round care.

Records confirmed frequent contacts with a variety of different professionals to support the needs of people.

The provider, registered manager, deputy manager and staff were keen to continue to develop and improve the service they provided. Feedback was welcomed about how they could improve the service further and acted on advice and guidance given.

The provider and registered manager worked to strengthen the processes for continual oversight and learning during the inspection and we were assured by the steps taken. This included creating an action plan and making changes to responsibilities within the service, so improvements were clear.