Waveney Care Limited - 124 Denmark Road

At the last inspection on 10 March 2015, the service was rated good overall. At this comprehensive inspection we found that the service remains good.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

People told us they felt safe when carers came to support them and that the staff helped them to feel safer. Risks to people were appropriately assessed and managed. Where the agency supported people with their medicines, these were managed safely. There were risk assessments in place around reducing the risks to people when they were in their home and what staff could do to protect people from harm.

People told us that staff always attended at the agreed times and that they benefitted from having regular carers. Where care staff were going to be late, people said that they were telephoned. Staff told us that there were enough staff working for the agency to cover all the visits. They said they had a regular group of people they supported.

Staff had received appropriate training and support to carry out their role effectively and had access to development opportunities. Staff received appropriate supervision which helped them develop in their role and keep in contact with the management team.

People told us staff were nice to them and respected their right to privacy in their own home. People told us they received appropriate support to maintain healthy nutrition and hydration where this was required.

People received personalised care that met their individual needs and preferences. People told us they were actively involved in the planning of their care. Where required people were supported to access meaningful activities and follow their individual interests.

The registered manager created a culture of openness and transparency within the service. Staff told us that they had a good relationship with the management team and that they kept in regular contact. People told us they knew how to complain or raise concerns if they needed to.

There was a robust quality assurance system in place and shortfalls identified were promptly acted on to improve the service. There were plans in place to develop the staff team further.

The service worked well with other agencies such as Suffolk County Council to ensure they stayed up to date with the latest policies, procedures and best practice.

Further information is in the detailed findings below.

During our inspection and during analysis of our inspection findings we considered the questions we always ask, is the service safe, effective, caring, responsive and well led?

This is a summary of what we found;

Is the service safe?

We saw that risk assessments had been completed so that risks associated with people's care and support could be minimised.

The provider ensured that there were enough staff employed within the company so that people's needs were met, staff didn't arrive late at people's houses or missed calling altogether.

The staff we spoke with were able to demonstrate that they had a good understanding of the safeguarding and whistle blowing principles. The manager was able to explain the safeguarding referral process and safeguarding posters were posted in the office.

Staff received a good induction when they started working for the organisation, the induction included instruction about ensuring that people and their homes were safe and secure when staff left. This included making sure the keys were stored safely, doors were locked and clutter was not left to cause a trip hazard.

Is the service effective?

People's care records showed that care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare. The records were regularly reviewed and updated which meant that care workers were provided with up to date information about how people's needs were to be met.

Is the service caring?

People told us that the care workers and office staff listened to them and one person told us that staff, "'.couldn't be kinder." Another person said, "The staff are very polite and helpful in every way."

People who used the service completed satisfaction questionnaires. Where shortfalls or concerns were raised these were addressed.

Is the service responsive?

We were told that people got support when and how they wanted it. One person told us that the service was, 'Consistently good.'

People also told us that they knew how to make a complaint if they were unhappy. One person said, "I have made complaints and they were dealt with quickly." Another person said, "If I need anything changed, I phone the office and it gets done quickly."

Is the service well-led?

The manager, who was also the provider, oversaw the delivery of the service, people and staff told us that they were supportive and helpful. One person said, 'If I want to speak to the manager, they always make themselves available.'

The service had quality assurance systems in place and records showed that they identified shortfalls and acted to address them with the expectation that the quality of the service would continue to improve.

People told us that they were happy with the service and that their needs were met. One person said, 'They (the service) have never let me down.'

We looked at people's care plans and found that people's needs were assessed when they began using the service and regularly thereafter. Care plans were person centred and addressed people's care needs.

We spoke with three staff who told us they felt supported in their role. Staff were appropriately trained and received regular training updates. Staff we spoke with had a knowledge of safeguarding and were able to tell us what they would do if they found a problem.

Managers at the service regularly monitor the service provided by its carers by speaking to people receiving care in person and by sending out questionnaires. We saw that the complaints procedure was followed when any complaints were received.