Archived: Stepping Stones to Independence

At our last inspection we had found people needed a more person centred approach in relation to the way that care was delivered to them. We found that the care people received may not have been consistent or personalised. The way people wanted their care to be delivered as well as their assessed needs had not always been incorporated into their care plans. At this inspection we found that care plans had been written in a way that tried to reflect each person's individual needs. People's care plans showed what support they needed clearly and were helpful and easy to follow. People were cared for by staff who had an awareness and understanding of their range of needs.

We had also found at our last inspection that recruitment procedures were not consistently followed and people may have been placed at risk as a result of inadequate procedures. Specifically we had found that satisfactory evidence from previous employers had not been consistently sought for candidates who wanted to work at the agency. At this visit we found that recruitment procedures were now being properly followed when new staff were employed. We saw that evidence from previous employers was now being obtained for all prospective new staff.

At this inspection we found that people felt well supported by the staff. Examples of comments made included 'the service is fine, sometimes'. 'The staff are lovely I get on well with all of them, I'm pleased with the service'. 'The regular carers are very very good'. 'They are nice girls, but sometimes the communication from the office is not very good'. These comments showed that people feel their care needs were met. People told us that they were able to stay in their own homes with the support staff provided them. We were told that the communication from the office staff could be improved. We were told on occasions there had been confusion about the details of people's visits and who would be coming to them.

We found that people who used the service were prompted, and in exceptional circumstances directly given by staff, the medicines they needed for their health and wellbeing. Staff were supported to do this with regular training in safe administration of medication. The staff also had their own copies of medicine administration policies and procedures to further guide them to support people with their medicines safely.

These individuals told us that generally they had the same group of staff providing their personal care and they stayed for the agreed contracted time. However, two people found the times the staff visited inconvenient. For example one person said the last visit was too early for them and another said that theirs was too late to experience a range of activities.

While people said that the staff were good and knew how to meet their needs, they felt the management and staff team had been unstable for a while.

People said they had the agency's contact details and they could contact the agency, they felt safe and their concerns were taken seriously and acted upon.

They also told us:

"The girls are lovely and very kind to my relatives".

"Carers are aware of my needs and preferences".

"The staff are very kind and help me do what I want".

'The girls are good and do what I need and how I like it'.

'Happy with staff. They are kind and caring, but don't always know what they are doing'.

'It is the little things that are not always done and lead to risks to my relative's health".

'I know how to complain and would do if I needed'.

Records of care reviews undertaken by the service reported people as saying:

'The staff are good and I am very happy with my carers'

'The staff are tidy, punctual and have a good attitude. They do their job well and I am happy with them'.