Westlake Carers Ltd

Where people were at risk of harm, either due to their health, or mobility, there was not always guidance or information in place for staff on what action they could take to try and reduce this risk.

The registered manager and staff had a very good knowledge of people, their care and their individual needs, but there was a lack of robust governance arrangements in place at the agency. This meant care records, analysis of accidents and incidents, medicines records and staff time keeping was not monitored for quality and consistency.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests. The policies and systems in the service supported this practice although we have made a recommendation to the registered provider to consider current guidance in relation to the Mental Capacity Act 2005 and when capacity assessment are required.

People were happy with Westlake Carers Ltd and told us the care staff were kind and caring towards them and showed them respect. They told us staff knew them well and how they liked their care and that if their needs changed, the registered manager was flexible and would reorganise their care package.

People told us they knew how to make a complaint and said they felt safe with staff. They said staff always turned up and did not feel rushed during their care call. People said they had choice in how they wished to be cared for and when staff prepared meals for them, they were happy with this aspect of their care. There was evidence staff involved external health professionals when needed.

Staff enjoyed working for the agency. They felt the training was good and they were supported by the registered manager and felt valued. Staff had been able to meet together for one staff meeting to discuss various aspects of the agency and people were given the opportunity to give their feedback, though a survey, as to their views on Westlake Carers.

The registered manager had a clear vision of where she wished to take the agency and had recognised there were shortfalls that needed to be addressed. They told us they would put a hold on taking on any new care packages until they had recruited some additional office staff and had established a robust system.