Background to this inspection
Updated
27 May 2021
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
The inspection was carried out by an inspector and an Expert by Experience. 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 and extra care housing service. It provides personal care to people living in their own flats in a purpose-built building. The accommodation is bought or rented and is the occupant’s own home. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for extra care housing; this inspection looked at people’s personal care and support service.
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.
Notice of inspection
We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 29 April and ended on 6 May 2021. We visited the office location on 29 April 2021.
What we did before the inspection
We reviewed information we had received about the service. We sought feedback from the local authority and Healthwatch. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England. 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. We used all of this information to plan our inspection
During the inspection
We spoke with five people who used the service and nine relatives about their experience of the care provided. We spoke with nine members of staff including the registered manager, director, team leader and care workers.
We reviewed a range of records. This included four people’s care records and multiple medication records. We looked at three staff files in relation to recruitment 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.
Updated
27 May 2021
About the service
Winford House is a domiciliary care agency and extra care housing service which provides personal care and support to people who live in their own flats within one purpose-built building. The service supported adults some of whom were living with physical and mental health conditions, including dementia.
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. At the time of inspection 40 people who lived at Winford House received personal care from the service.
People’s experience of using this service and what we found.
People told us the service was safe. Medicines were well managed, and people were happy with the way staff gave them their medicines. Staff were aware of how to identify and report safeguarding concerns. Staff followed infection control procedures.
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.
People were involved in their care planning. Records were regularly reviewed to ensure people’s up to date needs were reflected. Staff ensured people had access to healthcare professionals, for example contacting their GP or emergency services if they became unwell. People were supported with meals and any special dietary requirements were met. Staff received appropriate training and support.
The service was caring. People told us the staff treated them with kindness and respect. Staff were
aware of how to protect people's privacy and dignity and people told us the staff did this well.
Staff had access to detailed information to provide people with safe care and support. Care records were on an electronic system and were regularly updated. People were involved in decisions about their care. Staff were aware of people's communication needs and how best to support them. Complaints were handled in line with the provider’s policy.
Quality assurance systems were in place to monitor the quality of care and support people received. The provider sought feedback from people using the service and used this information to make improvements where necessary. We found the management team receptive to feedback and keen to improve the service. The registered manager worked with us in a positive manner and provided all the information we requested.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
This service was registered with us on 18 March 2020 and this is the first inspection to look at all five domains and award a rating.
Why we inspected
This was a planned inspection based on the date the service was registered.
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.