The inspection visit at Willowbrook Home Care was carried out on 06 December 2017 and was announced. The provider was given 48 hours’ notice because the service delivered domiciliary care to people who lived in their own homes. We needed to be sure staff in the office and people the service supported would be available to speak to us.

Willowbrook Home Care is a domiciliary care agency. It provides personal care support to people living with dementia, mental health and older people. It supports people who have a physical disability and younger adults, all who live in their own homes. The agency is situated in the town of Lytham. The office is accessible to anyone with mobility problems. At the time of our inspection there were 96 people receiving a service from Willowbrook Homecare.

Willowbrook home care was registered as a domiciliary care agency with the Care Quality Commission in October 2016. We had not previously inspected the service since the change of registration.

The service had sufficient staffing levels in place to provide support people required in their own homes. There was evidence by talking with people who used the service and relatives found staff showed concern for people’s wellbeing and responded quickly when people required their help.

The service had systems in place to record safeguarding concerns, accidents and incidents and took necessary action as required. Staff had received safeguarding training and understood their responsibilities to report unsafe care or abusive practices.

We found there was an appropriate skill mix of staff to ensure the needs of people who used the service were met. New staff worked alongside experienced staff members and shadowed them to ensure they understood their role in people’s homes.

The management team planned visits to allow staff members enough time to reach people and complete all allocated tasks safely.

Care plans were organised and had identified the care and support people required. We found they were personalised and informative about the care people received. They had been kept under review and updated when necessary. They reflected any risks and people’s changing needs.

Medication procedures protected people from unsafe management of their medicines. People received their medicines as prescribed and when required them.

Staff were provided with personal protective equipment to protect people and themselves from the spread of infection.

Staff had been recruited safely, appropriately trained and supported. They had skills, knowledge and experience required to support people in their own homes.

People who received a service from Willowbrook told us they were involved in their care and had discussed and consented to their care packages. We found staff had an understanding of the Mental Capacity Act 2005 (MCA).

When appropriate meals and drinks were prepared for people. This ensured people received adequate nutrition and hydration. Staff had received food and hygiene training to ensure they were confident when preparing meals in people’s homes.

Staff received regular training and were knowledgeable about their roles and responsibilities. They had the skills, knowledge and experience required to support people with their care and support needs.

People supported by the agency told us staff and the management team who visited them were polite, reliable and professional in their approach to their work.

Staff told us they received supervision with the registered manager on a regular basis. Records we looked at confirmed this. This meant they had opportunities to discuss any issues or training needs that would support them to provide a better service.

Staff supported people to attend healthcare appointments and liaised with their GP and other healthcare professionals. This was confirmed by records kept by the agency and talking with people who used the service.

People who used the service and their relatives/carers told us staff were caring and kind