The Care Quality Commission
  • Services in your home
  • Homecare service

Archived: 3 Wellington Road

Overall: Good read more about inspection ratings

3 Wellington Road, Bilston, West Midlands, WV14 6AA (01902) 571100

Provided and run by:
Heantun Care Housing Association Limited

Important: This service is now registered at a different address - see new profile

All Inspections

30 April 2015

During a routine inspection

This inspection took place on 30 April 2015. At the last inspection in January 2014 the service was meeting the regulations with all of the areas that we looked at.

The service provides personal care for 25 people in their own homes and through supported living services. People who use the service may need support or care due to old age, dementia, learning disability, physical disability or sensory impairment.

The service had a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are 'registered persons'. Registered persons have a legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People were protected from harm and harassment. Staff had a clear understanding of the different types of abuse and knew the correct procedures to follow if they had any concerns about anyone's safety. People had risk assessments that were up to date and reflected their current health and care needs, and actions were taken to respond to any incidents or concerns.

There were enough staff to provide people with safe and effective care. Staff were recruited using a safe recruitment process that made sure they had the appropriate skills required to support people with a range of needs.

People's medicines were managed safely. People were supported wherever possible to manage their own medicines, with support from care staff where required.

Staff were well trained and supported. Staff had up to date training and had access to additional training specific to the needs of people they supported. Staff had regular supervision sessions with their manager and access to additional support when required.

People's consent for care was sought. We saw that people were asked for their consent for care and this was recorded within their care files. Where people did not have the capacity to make a specific decision, this has been assessed and other relatives and professionals were involved in decisions in the person's best interests. The provider operated in accordance with the requirements of the Mental Capacity Act 2005 and associated code of practice.

People's health needs were supported and monitored effectively. People were supported to maintain a healthy and balanced diet, with staff supporting people to shop and cook for themselves wherever possible. Adaptations had been made to support people to feed themselves or could have assistance from care staff when they needed it. People were supported to make and attend appointments with other health professionals, with details of this care recorded in their care files.

Staff had good, caring relationships with people using the service and their relatives. People and their relatives told us that carers knew them well, knew what they liked and provided them with the care they needed. People were involved in decisions about their care and had regular reviews of their care package. People's privacy and dignity was respected by staff. People were supported to maintain their independence and develop skills to care for themselves wherever possible, with prompting and additional support from staff when they needed it.

People's needs were assessed and they had clear and detailed care plans. We saw that people's care plans had a range of information about the person, including their likes and dislikes, interests and preferences with their life histories and backgrounds as well as details of their health and care needs.

The provider had a clear complaints procedure and people's complaints were investigated and responded to within the timescales set out in the complaints policy. People told us they felt confident to complain and give feedback, and that their concerns and complaints would be fully investigated and addressed.

People using the service, their relatives and staff were involved in the development of the service. People's feedback was encouraged and there were regular staff surveys to gather opinions about the service and ideas for improvements. Staff members told us they felt empowered to put forward their suggestions to the registered manager.

There were regular audits of the service to make sure it provided quality care. We saw details of audits of different elements of the service, with clear action plans that were implemented following these audits. We saw improvements to the service following these audits, including improvements to people's care plans and risk assessments.

2 January 2014

During a routine inspection

During our inspection we spoke with three people, three care workers and the nominated individual. We looked at three people's care records. We spoke with the registered manager by phone after the inspection.

We found that people's consent to care was sought. People told us they felt in control of the care process, one person telling us care workers, 'Check on everything'.

People received care which met their needs. People told us that they received the care and support that they had agreed with.

We found that there was sufficient staff available to ensure people received calls at the agreed times and that they had sufficient time to provide the care and support needed by the person. One person told us, 'The staff are alright and I've never had any trouble'.

The provider carried out audits of care to ensure people received safe care, and had a system in place to identify how the service could develop to improve the service it offered to people.

12 November 2012

During a routine inspection

We spoke with two people who used the service, one person's relative, two staff, and the manager.

People told us about the support they received that reflected the care plan that had been written with their involvement. They told us care workers helped them retain their independence. We spoke with a relative who told us that care workers provided 'Care according to the plan'. They also said that care workers were 'Sensitive to needs' and 'Recognised when people needed support'.

Appropriate arrangements were in place in relation to the management of or the support provided to people to allow safe administration of their medication.

Appropriate checks were undertaken before staff began work and people were supported by suitably qualified and experienced staff. We heard from one person and a relative that people that used the agency were involved in the selection of suitable care workers.

One person told us that the staff were 'Very good, nice and very helpful'. Another person said that they 'Do jobs well'. Two people and a relative told us staff called on time and calls were not missed. This showed there was enough care workers to meet people's needs.

People felt able to share their views and raise any comments with staff and they told us they were aware of how to complain.

6 March 2012

During a routine inspection

We visited 3 Wellington Road on 6 March 2012. During our visit we spoke with the manager, and two staff. We also looked at care records for three people that used the agency, some staff files and other records related to the operation of the service. Following our visit we spoke to three people that used the agency on the telephone.

People told us they are involved in planning their care. We looked at these people's care plans which reflected the care and support they told us they received from the service. One person told us that they are 'Definitely' involved with planning their care and another said 'Feel like an active participant'. We also heard that the agency had made care plans easier to understand for one person with use of images and clearer information.

People told us that staff treated them and their homes with respect. Staff encouraged people to improve and maintain their independence which helped their self esteem.

We heard from people that staff 'Come on time' and are 'Good listeners'. People told us that the agency responded quickly to requests for changes to the service that they received. People expressed confidence in the staff that provided them with support. People told us 'They are all very friendly', 'All very nice' and 'Are there if needed'. We heard that staff are 'Good listeners'. One person told us 'Get impression it's a very personal service'.

We heard that the staff that visit people are known to them. One person told us the agency 'Always tell if different lady' was coming. Another person said that during bad weather the staff phoned them as delayed, this was to reassure them they were coming.

People said they felt safe with the staff. They told us that if they felt concerned or worried they were able to contact the management and were confident in raising concerns with them.

One person said that when they first received a service from the agency there were 'some problems at first' but there had been quick inputs by the manager to solve these. We were told that the person was 'impressed with how quickly put right' and there were 'no repeat problems'.