Wishes Care and Support Yorkshire Ltd- Richmond

Updated 16 October 2024

Date of assessment 13 November to 3 December 2024. The service is a Domiciliary Care Agency (DCA) registered to provide personal care. Staff supported people with their personal care needs and promoted their independence, which enabled them to live in their own homes. At the time of the inspection the service supported 7 people with personal care. We found 4 breaches of regulation in relation to safe care and treatment, staffing, consent and governance. Medicines administration records (MAR) were not all sufficiently detailed. All required pre-employment checks had not been made prior to staff starting their roles. Care records did not always refer to capacity, consent or best interest decisions. Managers did not have a clear structure or overview for audits, governance or oversight and there was very limited formal provider oversight. Audits were not sufficiently robust and had not identified all the concerns found during the assessment. Care records did not detail how people’s medical conditions may impact them. Staff were in the process of updating care records, also making sure how risk affected a person and how they were managed was always included. There were sufficient staff deployed to meet people’s needs. Staff told us they felt supported, and the training was good. Staff told us they felt valued and there was good teamwork. One staff member said, “It is a good place to work.” People were supported to access health care professionals such as their GP. Staff and managers knew people well. They were able to tell us what was important to and for each person. They placed great importance on promoting people’s choice and independence. Managers of the service worked well together and were open about improvements that needed to be made. They had started to work with the local authority on improvements and were in the process of developing an improvement plan. We have asked the provider for an action plan in response to concerns found at this assessment.

Updated 16 October 2024

People told us they felt safe using the service and that they liked the staff who supported them. They said staff were caring and kind. One person said, “The carers are absolutely lovely to me. There are different carers, and they are all friendly and polite, but I tend to see the same one most of the time.” Some people told us they were involved in the planning of their care, and said managers and staff regularly asked them about the care they received. However, care records did not evidence that people had been involved. There was no formal ongoing process for this, or evidence of analysis or action taken following any feedback received. People told us staff arrived at the expected time and stayed for the correct length of time. They said, “The carer comes on time and stays the full time” and “The carers are all very nice, friendly, polite, very kind and very caring, I get on with them. They are on time and stay the full time.” They told us that staff were flexible and if they had time they would do other tasks to help people. People told us they received the care they needed and the service was responsive. They said, “They are very good and get everything I need and ask for; they know what I like to eat” and “The carers are polite and friendly, they understand my needs and requirements.” People told us they knew how to raise concerns but had not needed to as they had no complaints. People who used the service and staff told us they were able to give feedback about the service. People were positive about managers of the service. They said, “I can ring the office if I need to, they will answer any questions I may have” and “The manager always keeps in contact and keeps us informed.”