Westminster Homecare Limited (Chelmsford)

Updated 16 July 2022

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 Health and Social Care Act 2008.

As part of this inspection we looked at the infection control and prevention measures in place. This was conducted so we can understand the preparedness of the service in preventing or managing an infection outbreak, and to identify good practice we can share with other services.

Inspection team

The inspection was completed by three inspectors and two experts 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. It provides personal care to people living in their own houses and flats.

Registered Manager

This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. 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. At the time of our inspection there was a registered manager in post.

Notice of inspection

We gave short notice of this inspection. This was because we needed to be sure the registered manager would be in the service to support the inspection.

Inspection activity started on 8 June 2022 and ended on 17 June 2022. We visited the location’s office on 8 June 2022.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We spoke with 12 people who used the service and five relatives about their experience of the care provided. We spoke with nine members of staff, the branch manager, the registered manager and two members of the senior management team. We reviewed a range of records. This included four people's care records and medication records. We looked at two staff files in relation to recruitment and 11 staff supervisions and a variety of records relating to the management of the service

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 16 July 2022

About the service

Westminster Homecare Limited (Chelmsford) is a domiciliary care agency providing personal care to 117 people living in their own home 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

Some improvements were required to how concerns raised by staff were managed and how staff were supported by the management team.

There was a governance system in place to monitor the quality of the service, however some notifications had not been submitted to CQC as required in relation to safeguarding. The registered manager was open and honest. The service worked closely with other agencies and healthcare professionals. Plans were in place to upgrade to electronic systems to improve the oversight and care provided by the service

Staff had received an induction and training suitable to their needs. People’s needs had been assessed to ensure the service could provide the care they required. People’s preferences, likes and dislikes had been recorded and staff knew people well.

We have made a recommendation about improving staff support through more regular spot checks and supervisions.

People told us they were safe and were cared for by staff who understood safeguarding procedures. People’s risks had been assessed and managed to make sure they were kept safe. Staff were recruited safely and there were enough staff, which meant people received the calls they needed. People received their medicines safely and there were processes in place to report and monitor accidents and incidents to prevent reoccurrence.

People were treated with kindness and respect and staff knew people well. People said staff provided care in a dignified way and they felt comfortable with them. People were able to express their views and staff adapted the way they provided care to meet their needs.

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.

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 the service under the previous provider was good, published on 20 August 2019.

Why we inspected

This inspection was prompted by a review of the information we held about this service.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.