Watra Care Birmingham

Updated 1 October 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

The inspection was carried out by one inspector. An expert by experience also spoke with people and a relative on the telephone. 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 and flats.

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. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 12 August 2021 and ended on 18 August 2021. We visited the office location on 12 August 2021.

What we did before inspection

We reviewed information we had received about the service. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.

During the inspection

We spoke with five members of staff including the registered manager, care supervisors and care workers. We spoke with seven people using the service and one relative about their experience of the care provided. We reviewed a range of records. This included three people’s care records. We looked at three staff files in relation to recruitment and staff 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 and received information from the registered manager about the improvements they were making.

Updated 1 October 2021

About the service

Watra Care Birmingham is a domiciliary service which provides personal care to adults with a range of support needs in their own houses and flats. At the time of this inspection the service was supporting 18 people with personal care.

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

Quality assurance checks were in place but had not identified that the provider’s COVID-19 policy was not reflective of current government guidance. The system in place to record staff COVID-19 testing needed further development. The management were responsive to concerns highlighted and some changes were made immediately.

Staff had received training in infection control and demonstrated an understanding of what personal protective equipment (PPE) should be used when supporting people. Relatives confirmed staff wore PPE when coming into people’s homes.

People were protected from abuse and relatives told us their loved ones received safe care. People received support from a regular staff team. Staff were trained in administering medicines safely. Competency checks had been completed to ensure staff were following safe practices.

People's needs were assessed and staff with the right skills helped to meet these. There were enough staff to support people's needs, people and relatives told us they usually saw the same staff. Staff supported people with their eating, drinking and to access healthcare support.

People and their relatives were able to give feedback about their care in a variety of ways. Examples included care reviews and during spot checks monitoring staff performance.

There was an enthusiastic, positive and caring culture amongst staff at the service. Staff had good knowledge about the people they supported and told us they enjoyed working at the service. People's independence was promoted and respected.

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.

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 9 January 2020 and this is the first inspection.

Why we inspected

This inspection was carried out due to the length of time the provider had been registered with CQC without receiving a formal rating.

Follow up

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