Background to this inspection
Updated
17 March 2018
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
This comprehensive inspection was carried out by one inspector who visited the office on 26 January 2018 and was announced. On 30 January 2018 the inspector telephoned care staff to gain their feedback on working for the service. Prior to our visit to the office, an Expert by Experience telephoned people using the service to gain their feedback on the care they received.
An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Prior to the inspection we reviewed the contents of notifications received by the service.
We spoke with 26 people, five care staff, the registered manager and the deputy manager.
We reviewed 17 care records, four staff personnel files and records relating to the management of the service.
Updated
17 March 2018
Waveney Care Limited is a domiciliary care agency. It provides personal care to people living in their own homes. It provides a service to adults. At the time of our inspection, Waveney Care Limited was providing a service to approximately 145 people.
At the last inspection on 10 March 2015, the service was rated good overall. At this comprehensive inspection we found that the service remains good.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.
People told us they felt safe when carers came to support them and that the staff helped them to feel safer. Risks to people were appropriately assessed and managed. Where the agency supported people with their medicines, these were managed safely. There were risk assessments in place around reducing the risks to people when they were in their home and what staff could do to protect people from harm.
People told us that staff always attended at the agreed times and that they benefitted from having regular carers. Where care staff were going to be late, people said that they were telephoned. Staff told us that there were enough staff working for the agency to cover all the visits. They said they had a regular group of people they supported.
Staff had received appropriate training and support to carry out their role effectively and had access to development opportunities. Staff received appropriate supervision which helped them develop in their role and keep in contact with the management team.
People told us staff were nice to them and respected their right to privacy in their own home. People told us they received appropriate support to maintain healthy nutrition and hydration where this was required.
People received personalised care that met their individual needs and preferences. People told us they were actively involved in the planning of their care. Where required people were supported to access meaningful activities and follow their individual interests.
The registered manager created a culture of openness and transparency within the service. Staff told us that they had a good relationship with the management team and that they kept in regular contact. People told us they knew how to complain or raise concerns if they needed to.
There was a robust quality assurance system in place and shortfalls identified were promptly acted on to improve the service. There were plans in place to develop the staff team further.
The service worked well with other agencies such as Suffolk County Council to ensure they stayed up to date with the latest policies, procedures and best practice.
Further information is in the detailed findings below.