Updated 27 April 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 Care Act 2014.
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
This 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. The Expert by Experience made telephone calls, off site, to obtain feedback from people who used the service and their relatives.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
Notice of inspection
This inspection was announced. 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.
The service had a manager registered with the Care Quality Commission. They were also the provider. This meant they were legally responsible for how the service is run and for the quality and safety of the care provided. A general manager had been appointed and was overseeing the day to day running of the service. They were in the process of applying to be the registered manager.
Inspection activity started on 24 March 2022 when we visited the office location and ended on 5 April 2022 when we gave feedback.
What we did before the inspection
We reviewed our systems and information we held about the service. 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 took this into account when we inspected the service and made judgements in this report.
During the inspection
We visited the office location on 24 March 2022. We spoke with the registered manager, the general manager, a compliance and quality assurance officer and a field care supervisor. We determined which three staff files we would look at and the care records we would review for four people. This included their risk assessments, support plans, daily records and medication records.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We looked at training data, accident and incident records and management monitoring and oversight records.
We had contact with six people who receive care and support from Walfinch Suffolk Coastal, six relatives and one person’s representative. We spoke with three members of staff and received electronic feedback from six members of staff and the local commissioning team who work with the service.