# Walsingham Support - Hertfordshire Supported Living

*Operated by Walsingham Support.*

Walsingham Support - Hertfordshire Supported Living is a CQC-regulated home-care agency in Hemel Hempstead.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Requires improvement |
| Safe | Requires improvement |
| Effective | Requires improvement |
| Caring | Good |
| Responsive | Good |
| Well-led | Requires improvement |

Rating published: 20/09/2023

## Practical info

- Postcode: HP3 8EH
- Registered manager: Gilding, Marjorie
- Local authority: Hertfordshire
- Region: East
- City: Hemel Hempstead
- Last CQC check: 20/Sep/2023 - 00:00

## Inspection findings

### effective

- Finding
  - Staff working with other agencies to provide consistent, effective, timely care; Supporting people to live healthier lives
  - Published: 2023-10-17
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2023-10-17
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2023-10-17
- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2023-10-17
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2023-10-17

### Other

- Finding
  - Evidence: People were referred to healthcare professionals including occupational therapy and SALT.
  - Published: 2023-10-17
- Finding
  - Evidence: The service worked well in partnership with other health and social care organisations.
  - Published: 2023-10-17
- Finding
  - Evidence: People and those close to them were involved in planning and reviewing care.
  - Published: 2023-10-17
- Finding
  - Evidence: Staff felt supported and valued and were able to raise concerns without fear.
  - Published: 2023-10-17
- Finding
  - Evidence: Management were visible, approachable and known to lead by example with hands-on shifts.
  - Published: 2023-10-17
- Finding
  - Evidence: Infection prevention and control measures were effective and the service was kept clean.
  - Published: 2023-10-17
- Finding
  - Evidence: Medicines were administered safely with correctly completed MAR records.
  - Published: 2023-10-17
- Finding
  - Evidence: The service had enough staff, including 1-1 support for people to take part in activities.
  - Published: 2023-10-17
- Finding
  - Evidence: Staff understood how to protect people from abuse and could describe types of abuse and reporting procedures.
  - Published: 2023-10-17
- **record_keeping** _(moderate)_
  - Evidence: Some actions were overdue and some had been marked as complete where we found the issues remained during our inspection.
  - Published: 2023-10-17
- **person_centred_care** _(minor)_
  - Evidence: Staff did not always encourage people to do what they could for themselves. They prepared food and did laundry without involving people to promote their independence.
  - Published: 2023-10-17
- **staff_competency** _(moderate)_
  - Evidence: Staff did not always support people as described in their risk assessments. We observed staff give a person food which had not been prepared in line with their SALT assessment.
  - Published: 2023-10-17
- **consent_capacity** _(moderate)_
  - Evidence: Staff had not ensured MCAs were completed and best interest meetings held for all decisions.
  - Published: 2023-10-17
- **governance** _(critical)_
  - Evidence: The provider had not ensured service managers were supported during a lengthy period when there was no registered manager.
  - Published: 2023-10-17
- **supervision_appraisal** _(moderate)_
  - Evidence: Supervision was meant to be held every 6 to 8 weeks; this differed across the 4 services and not everyone had received an appraisal.
  - Published: 2023-10-17
- **staff_training** _(critical)_
  - Evidence: The provider had not ensured staff were up to date with mandatory training or ensured competency assessments were completed.
  - Published: 2023-10-17

### safe

- Finding
  - Using medicines safely
  - Published: 2023-10-17
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-10-17
- Finding
  - Preventing and controlling infection
  - Published: 2023-10-17
- Finding
  - Staffing and recruitment
  - Published: 2023-10-17
- Finding
  - Assessing risk, safety monitoring and management; Learning lessons when things go wrong
  - Published: 2023-10-17

### well_led

- Finding
  - Continuous learning and improving care; Working in partnership with others
  - Published: 2023-10-17
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2023-10-17
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2023-10-17
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2023-10-17

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-866945963

HomeCare Compass is an independent guide and is not affiliated with the CQC.