Deben Willow Care

Updated 9 March 2019

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check 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.

Inspection activity started on 12 December 2018 when we visited the office premises and ended 18 January 2019 when we provided feedback. The provider was given 48 hours’ notice because we wanted to be certain the registered manager and key staff would be available on the day of our inspection visit.

This was an announced, comprehensive inspection carried out by two inspectors 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 service. They assisted us with telephone interviews of people who used the service and relatives where appropriate.

As part of our inspection planning, we requested that the provider complete a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. This was received from the provider. We also reviewed information we held about the service including feedback sent to us from other stakeholders, for example the Local Authority, Healthwatch and members of the public. Providers are required to notify the Care Quality Commission (CQC) about matters relating to people’s safety and the running of the service. We reviewed the notifications the provider had sent us.

During the office visit we spoke with the registered manager, a director of the company, the operations manager, the human resources and recruitment manager, the deputy manager and three care staff. We received electronic feedback from six care workers, three relatives and four community professionals.

We reviewed the care records of seven people to check they were receiving their care as planned. We looked at records relating to the management of the service, staff recruitment and training, and systems for monitoring the quality of the service.

On 17 and 19 December 2018 we carried out telephone interviews and spoke to nine people who used the service, five relatives and two care workers. Not all the information we requested to be sent following our visit to the office was received on time and this delayed the report. The provider’s nominated individual gave assurances that this would be addressed.

Updated 9 March 2019

Deben Willow Care provides personal care to people who live in their own houses or flats. Not everyone using Deben Willow Care receives the 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 this announced inspection of 12 December 2018, there were 94 people who used the service.

Deben Willow Care is a domiciliary care agency and registered to support; older people, younger adults, people living with dementia, people with learning disabilities or autistic spectrum disorder, people with mental health needs, people with physical disability and people with sensory impairment.

At our last inspection on 9 and 17 August 2017, we rated the service overall good. The key questions safe effective, caring, responsive and well-led were all rated good.

At this inspection we found the evidence continued to support the overall rating of good and there was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

The service continued to provide people with a safe service. Care workers understood their roles and responsibilities in keeping people safe. Risks to people continued to be regularly assessed and managed well, including from abuse and in their daily lives. Safe recruitment practices were followed with enough care workers to cover people’s planned visits. Where people required support with their medicines, this was done safely. There were infection control procedures and equipment in place to guide care workers in how to minimise the risks of cross contamination.

The service continued to provide people with an effective service. Care workers were trained and supported to meet people’s individual needs. 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. Where required, people were supported with their dietary needs, to maintain good health and access healthcare services where needed. The service worked with other organisations involved in people’s care to provide a consistent service.

The service continued to provide people with a caring service. Care workers had developed good relationships with people, treating them with kindness and compassion. They protected people’s privacy and dignity and promoted their independence.

The service continued to provide people with a responsive service. People received care that was assessed, planned and delivered to meet their individual needs. People’s care records were accurate and reflected the care and support provided. Where required there were systems in place to care for people at the end of their lives. The service listened to people’s experiences, concerns and complaints and acted where needed.

The service continued to be well-led. A system of audits ensured the senior management team had oversight of the quality and safety of the service and shortfalls were identified and addressed. There was a culture of listening to people and positively learning from events so similar incidents were not repeated. As a result, the quality of the service continued to develop.