Archived: Cera Wolverhampton South

People’s experience of using this service:

Staff followed the provider’s systems and processes so that people's needs were safely met.

The provider employed enough staff to meet people's individual care needs.

People received their medicines safely and staff understood each person's abilities and health needs.

People were supported to have control and choice over their lives and staff supported them in the least restrictive way possible.

Staff had a kind and caring approach towards people. They respected people’s privacy and dignity.

Systems and processes for assessing and monitoring the quality of the provision had improved. Audits identified any issues with service provision. The provider had plans to remedy any issues found.

People, relatives and staff spoke highly of the management team and the way the service was run.

The service met the characteristics of Good in all areas; more information is available in the full report below.

Rating at last inspection: Requires improvement (report published 27 January 2018 )

Why we inspected: This was a planned inspection based on the rating at the last inspection. The service was rated Good overall.

Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received we may inspect sooner.

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

Not everyone using Homecare4U Wolverhampton South receives regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided. At the time of the inspection, 27 people were supported with their personal care by the service.

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People were supported by staff who knew how to report concerns of abuse and had the knowledge to manage risks and keep them safe. However records completed with regards to risks were not always accurate or detailed. There were sufficient numbers of staff available to support people and staff had been recruited safely. Medication records checked evidenced that medications had been given in a safe way.

Assessments completed did not always include information about people’s needs in relation to characteristics under the Equality Act and care records with regards to people’s dietary requirements were not always detailed. Staff received training and support in order to support people effectively and people were supported to access healthcare services where required.

People were supported by staff who were kind and caring. Staff promoted peoples independence and respected their privacy and dignity. People had support with their communication needs and felt involved in decisions about their care.

People were involved in the planning and review of their care. The provider was responsive in making changing to people’s planned care to ensure that people’s social / religious needs could be met. People knew how to make complaints and where a complaint had been made, this had been investigated and resolved.

Records kept in relation to people’s care needs were not always clear or detailed. Audits completed had failed to identify these issues. People spoke positively about the management of the service and had been supported to provide feedback on their experiences.