Wisteria Care Agency Ltd

Updated 30 April 2019

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. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team: One inspector carried out this inspection.

Service and service type: The service is a 'domiciliary care agency' providing care to people living in their own homes in the community. Adults and those living with dementia or medical conditions use the service. Not everyone using Wisteria Care Agency Limited received a 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 consider any wider social care provided.

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 because we wanted to make sure someone would be at the service's office to see us.

Inspection site visit activity started on 20 March 2019 when we visited the office location to see the manager and review care records and policies and procedures. It ended on 08 April 2019 when we completed our conversations with people that used the service and staff.

What we did: Before the inspection, information had been gathered from notifications sent to us.

Notifications are used to inform us about certain changes, events or incidents that occur. We received feedback from local authorities that contracted services with Wisteria Care Agency Limited and reviewed other information from people who made their views known to us. The provider sent us a provider information return. Providers are required to send us key information about their service, what they do well and improvements they plan to make. This information helps support our inspections.

During the inspection we spoke with four people, the registered manager, deputy manager and three care staff. We looked at care files belonging to three people who used the service and recruitment files and training records for three staff. We viewed records and documentation relating to the running and monitoring of the service.

After the inspection the provider sent the CQC some documentation we requested.

Updated 30 April 2019

About the service: Wisteria Care Agency Limited is a domiciliary care agency. This service provides care and support to older people living in their own homes individually located within the community. The service was providing personal care to 10 people at the time of the inspection.

People’s experience of using this service: People continued to receive a good service. They were safe from harm because of the systems in place. Staff were appropriately trained in safeguarding, which supported this. People's risks were safely managed. Sufficient numbers of staff were employed so that people's needs were met. People were safely supported with their medicines and keeping their homes clean.

Staff were trained and skilled to carry out their roles. They were supported by the management team. People had good relationships with the staff. 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.

Everyone we spoke with told us staff were kind, caring and understanding. People were respected, as staff upheld their privacy and dignity and encouraged their independence. People told us they received support that met their needs.

Staff provided people with person-centred care based on people's choices and preferences. Documentation reflected this. People were supported to do the things they wanted to. Any dissatisfaction in receiving the service was addressed and resolved. People’s end of life care needs were rarely met by the service staff, as full responsibility for this support was always passed to health care professionals once identified.

People had the benefit of a service that was small and therefore run in a friendly way. The registered manager was open and inclusive in their management style. The registered manager was also the company director, who was supported by a family member with day-to-day running of the service. Together they maintained checks on staff performance and how well the service was delivered. Documents held in the office were secure to ensure confidentiality of people's information.

The service continued to meet the characteristics of good in all areas.

For more details, please see the full report which is on the Care Quality Commission website at www.cqc.org.uk

Rating at last inspection: Good. (The last report was published 17 May 2016.)

Why we inspected: This was a planned inspection based on the previous rating.

Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received we may inspect sooner.