First inspection of Westmorland Homecare - Lancaster & Morecambe rated Outstanding overall, with exceptional Caring and Responsive domains and Good ratings for Safe, Effective and Well-led. Inspectors found a highly person-centred, flexible service with staff frequently going above and beyond, supported by effective safeguarding, training, governance and partnership working.
Strengths
· Exceptionally caring staff who consistently went above and beyond, often in their own time, to support people's wellbeing and independence
· Highly person-centred and flexible service that adapted to changing needs, with detailed personalised care plans and 'personal story' documents
· Innovative approaches to reducing loneliness, including monthly community social events and reuniting people with old friends
· Strong communication support including specialist training (e.g. Team Teach), braille statement of purpose, multiple formats and languages
· Robust safeguarding, recruitment, medicines management and infection prevention and control practices
Quality-Statement breakdown (19)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and management; Learning lessons when things go wrongGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
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 and access healthcare servicesGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversity; privacy, dignity and independenceOutstanding
caring: Supporting people to express their views and be involved in making decisions about their careOutstanding
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesOutstanding
responsive: Meeting people's communication needsOutstanding
responsive: Improving care quality in response to complaints or concernsOutstanding
responsive: End of life care and supportOutstanding
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: Managers and staff being clear about their roles; continuous learning; duty of candourGood
well-led: Engaging and involving people using the service, the public and staffGood