Archived: Royal Wootton Bassett Office

Updated 10 July 2021

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.

Inspection team

This inspection was undertaken 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 care service.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses.

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 24 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 20/05/21 and ended on 28/05/21. We visited the office location on 20/05/21.

What we did before the inspection

We reviewed information we had received about the service since they were registered. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We spoke with two people who used the service and six relatives about their experience of the care provided. We spoke with six members of staff including the registered manager, commercial manager and care workers.

We reviewed a range of records. This included three people’s care records and multiple medication records. We looked at three staff files in relation to recruitment and staff support and supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at training data and quality assurance records. We spoke with two professionals who regularly visit the service.

Updated 10 July 2021

About the service

Royal Wootton Bassett Office is a domiciliary care service that provides personal care to people in their own homes.

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

People and their relatives were complimentary about the service provided. They received a person-centred service which met their needs. Each person had a detailed, well written care plan which they were involved in developing. People and their relatives knew how to raise a concern if they needed to. They felt they would be listened to, and their concerns would be satisfactorily addressed.

People were supported by a small team of staff, who knew them well. People’s diverse needs were respected and their rights to privacy, dignity and independence were promoted.

Systems were in place to enhance safety and minimise the risk of abuse. Risks people faced had been assessed and measures were taken to mitigate them. There were enough staff to support people safely and staffing capacity was regularly reviewed. People’s medicines were safely administered, and safe infection control practice was being followed.

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.

Staff received a range of training to keep their knowledge and skills up to date. They were well supported both informally and through systems, such as meetings with their supervisor. Staff assisted people to have enough to eat and drink and liaised with health care professionals when needed.

The service benefitted from clear leadership and a strong, caring culture. There were a range of audits which ensured regular monitoring. People, relatives and staff were encouraged to give their views about the service and felt listened to. The management team demonstrated a commitment to provide good quality care and a desire to continually improve.

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

Rating at last inspection

This service was registered with us on 13/01/20 and this is the first inspection.

Why we inspected

This was a planned inspection based on our inspection schedule.

Follow up

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