All inspections: Caretakers South West - Care Quality Commission

At the time of our inspection the agency supported 55 people in their own homes. During our inspection we spoke with four people and three relatives of people who used the service.

People we spoke with told us that they received a good service from the agency. One person said 'the staff are always very caring and professional. They respect my home and my dignity'.

People told us they were involved in their care and support and this was confirmed by relatives and staff we spoke with.

We found that people's needs were assessed by the agency before they offered them a service. Care plans were in place to guide staff on the support people needed.

The agency worked with other services to ensure that when people were transferred to another service, this was done in a planned way which ensured the safety and welfare of the person.

The service had policies and procedures in place about protecting people from abuse.

Staff where trained and supported to enable them to carry out their roles effectively.

Overall we found the provider had an effective system to regularly assess and monitor the quality of service that people received.

We spoke with one relative, and three people who use the service provided by Caretakers South West. They told us that 'the carers listen when I tell them how I want things done' and 'they do things the way I like'. This means that people expressed their views and were involved in decision making about their care and support.

People using the service told us that 'my carers are marvellous; they have got to know me very well'. We spoke with three staff members who told us that they found the care plans easy to follow. They told us that the care plans and risk assessments are reviewed after two or three weeks and then annually or when there is a change in people's care needs. Care and support was planned and delivered in a way that was intended to ensure people's safety and welfare.assessments are reviewed after two or three weeks and then annually or when there is a change in people's care needs.

People who used services told us that if they had any concerns they would phone the manager who would listen to them and act on their concerns. Staff told us that they understood different aspects of abuse and how to report this if needed. This meant that people were protected from the risk of unsafe care.

We saw a comprehensive record of staff training and supervision which meant that care was provided by well trained staff.

We found that there were good systems for monitoring the quality of the service provision.

People told us they were pleased that their care was provided by a very small number of different staff, and that they were always told who would be coming. Service users found that staff kept to the times they were supposed to arrive, or would phone to let them know if they were delayed; 'It's not the time, it's the knowing', said one. Another told us it was vital that their carer came at a certain time, because of their medical condition, and the Manager was able to arrange rotas to meet this need.

People told us that the attitude and spirit of the staff made it more than a care task ' 'there is so much laughter and fun, when she visits it's the highlight of the day'.

People told us they were happy with their service and had been involved in drawing up the plan of care with one of the senior staff. They knew who would be coming, what they would be doing, and said, 'I've found them quite alright'.

Another person told us the staff could be flexible, and would ask if there was something else they could do to help. They were very happy with the staff, and said, 'They cheer you up', and felt that was 'over and above' what could be expected.

'They'll do anything you want', said another service user. 'They're all pretty good'.

We asked whether new staff were introduced before starting to provide care. They told me that their new staff member had shadowed experienced staff. 'They have good understanding, and latch on quickly to your needs', they said. 'I've got some good ones ' some are a bit of a laugh'.

One relative was pleased that staff had received specific training to meet the needs of their family member. 'They are observant', they said, and get to know the service user's ways.

The people we met all said that they had no complaint, but if they had any issue or query they would 'get on the phone' to the Manager.

In the office we saw a letter from a service user, saying 'You may be proud of your staff'.

Archived: Caretakers South West

All Inspections

15 November 2013

During a themed inspection looking at Children's Services

5 March 2013

During a routine inspection

1 February 2011

During a routine inspection