- Homecare service
Westminster Homecare Limited (Clacton)
Report from 7 November 2024 assessment
Contents
Ratings
Our view of the service
Date of Assessment: 13 November to 21 November 2024. The service is a care at home service providing support to people living with dementia, health care needs, mental health conditions and physical disabilities. Leaders investigated incidents and safeguarding matters to reduce the risk of reoccurrence. Whilst some risk assessments required more detail, staff understood and managed risks well. Leaders told us they would review care plan and risk assessment documents. There were enough staff with the right skills, qualifications and experience. Minor improvements were required to staff recruitment records, which the provider told us they would act upon. People received their medicines safely and as prescribed. People were involved in assessments of their needs. Care was based on latest evidence and good practice. People had enough to eat and drink. Staff worked with agencies involved in people’s care. Capacity and consent had been considered. However, some further work was needed to ensure this was clearly recorded and embedded in staff understanding. Enhanced training was planned by leaders in this area. People were treated with kindness and compassion. Staff protected their privacy and dignity. Staff had a strong shared ethos of supporting individuals within the community, responding to people in a timely way. Leaders supported staff wellbeing. People, or those important to them, were involved in decisions about their care. The service provided accessible information. The service was easy to access and worked to eliminate discrimination. Staff supported people with compassionate end of life care. Leaders and staff had a shared vision and culture. Leaders were visible, knowledgeable and supportive, helping staff develop in their roles. Managers worked with the local community to deliver good care. Although some systems and processes needed further development, there was a culture of continuous improvement within the service to ensure good quality assurance.
People's experience of this service
People were positive about the quality of their care, which was described as kind, caring and unhurried. People described friendly staff, who built trusting relationships with the people they supported. A person told us, “[Staff] are friendly, efficient, compassionate. I can’t fault them at all.” Another person’s relative said, “[Staff] always have time to go out of their way to talk to [my person].” We received feedback the office was responsive to people’s changing needs, and worked in partnership well with people, those important to them, and other health and social care professionals. One relative said, “[Westminster Homecare Limited (Clacton)] take things on board completely. I knew from the first meeting with them that they were going to be right for us.” Another relative told us, “We have always been told that they are a phone call away if we need anything.” People told us they were involved in the care planning process, and they could easily contact management and the office staff to make changes as required. A relative said, “The office manager is 100% approachable and has helped me out a few times.” People and professionals we spoke with during the assessment process told us they would recommend this service to others. A person’s relative said, “No negatives, I will recommend them (the service) to everyone. We can’t praise them enough and they have certainly changed both our lives.” Another relative said, “I just think it works really well, [our person] is precious to us and [staff] know that. They talk to [our person] and have a great rapport.”