3 April 2014
During a routine inspection
Below is a summary of what we found. The summary is based on our observations during the inspection, speaking with people who used the service, their relatives, and the staff supporting them and from looking at records.
If you want to see the evidence supporting our summary please read the full report.
Is the service safe?
We spoke with five people who used the service during our inspection who told us they were treated with respect and dignity by carers at all times. People told us they felt safe. Safeguarding procedures were robust and staff had good connections with the safeguarding team at Salford Council.
Systems were in place to ensure managers and staff learnt from events such as accidents and incidents, complaints, concerns, whistleblowing and investigations. This reduced the risks to people and helped the service to continually improve.
A staffing rota had been compiled and maintained at the head office to ensure adequate support could be provided to people who used the service. Managers ensured people's care needs were taken into account when making decisions about the numbers, qualifications, skills and experience required for carers. This helped to ensure people's needs are always met.
Recruitment practices were safe and thorough. DBS (Disclosure Baring Service) checks and two written references were obtained before staff commenced employment.
Is the service effective?
People's health and care needs were assessed with them, and they were involved in the creation of their plans of care. Specialist dietary, mobility and equipment needs had been identified in care plans where required.
People's needs were taken into account with signage and the layout of the service enabling people to move around freely and safely. Carers we spoke to told us premises had been sensitively adapted to meet the needs of people with physical impairments.
We spoke to several relatives during our inspection who confirmed they were able to visit their relations whenever they chose and staff were flexible.
Is the service caring?
People were supported by kind and attentive staff. On the day of our inspection a number of people who used the service visited the office and we observed staff showed patience and were respectful in their approach during conversation and interaction. People commented, 'It is like being part of any normal family'. A relative said, 'X is so well cared for. It gives us piece of mind'.
People's preferences, interests, aspirations and diverse needs had been recorded and care and support had been provided in accordance with people's wishes. We noted care plans were extremely person centred and captured information of importance to people and their families.
Is the service responsive?
The people we spoke with told us they had access to a range of activities in and outside the service regularly. People told us they were supported by their carers to attend appointments in the local community.
There was a complaints procedure in place. People knew how to make a complaint if they were unhappy but had never been given reason to. People can therefore be assured that complaints are investigated and action is taken as necessary when required.
Is the service well-led?
The service worked well with other agencies and services to make sure people received their care in a joined up way.
The service had regular panel meetings to discuss the work of carers to ensure care was still delivered safely. As a result the quality of the service was continuingly improving.
Carers told us they were clear about their roles and responsibilities and told us they developed good relationships with people who used the service over time. This helped to ensure that people received a good quality service at all times.