Care at Home Group Warrington improved from 'Requires improvement' to 'Good' across the three inspected key questions (effective, responsive, well-led), resolving prior breaches of Regulation 11 and demonstrating strong person-centred care and multi-agency working. Minor issues around late visits, staff leaving calls early, and inconsistent communication with families were noted but were being actively addressed by the registered manager.
Concerns (4)
moderateMissed or late visits: “People and relatives told us sometimes their care workers were late or early and they didn't always get a phone call to let them know.”
minor
Communication with families
: “Sometimes communication between care workers and the relatives was not good and people did not get food or drinks prepared by staff, but by their relative.”
minorPerson-centred care: “Some relatives told us that sometimes staff left early if all tasks were done instead of staying the full call time.”
minorStaffing levels: “Some family members told us they were frustrated by not getting call times at the times they wanted them. The registered manager knew this was a problem and was working to recruit more staff.”
Strengths
· Staff demonstrated strong commitment to person-centred care, with healthcare professionals describing the service as 'caring and professional and person-centred'.
· Effective use of electronic care planning system allowing real-time monitoring and consistent information sharing across staff and management.
· Registered manager actively promoted open culture, duty of candour, and continuous learning through newsletters and regular staff briefings.
· Strong multi-agency working with external professionals praising the service as 'excellent communicators, thorough and dedicated'.
· Annual surveys of clients, relatives and staff used to drive service improvements, with evidence of action planning.
Quality-Statement breakdown (17)
effective: Ensuring consent to care and treatment in line with law and guidance (MCA/Regulation 11)Good
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies to provide consistent, effective, timely careGood
effective: Supporting people to live healthier lives, access healthcare services and supportGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Supporting people to develop and maintain relationships to avoid social isolationGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: How the provider understands and acts on the duty of candourGood
well-led: Managers and staff being clear about their roles, quality performance, risks and regulatory requirementsGood
well-led: Engaging and involving people using the service, the public and staff, considering equality characteristicsGood
well-led: Continuous learning and improving careGood