The Care Quality Commission

Archived: The Limes

The Limes, Acle, Norwich, Norfolk, NR13 3GA (01493) 751869

Provided and run by:
Guild Healthcare Ltd

All Inspections

22 November 2013

During a routine inspection

People told us they were satisfied with the service they received and that they had care and support packages in place that reflected their needs. People spoke about the staff and one person said, 'They are all very kind and friendly'. Another person told us that staff, '...go the extra mile'.

People confirmed that they or their relative were consulted about their care package and that they had been asked for their consent. This was recorded in the care records seen. We also saw that people had their care package reviewed every three months and this occurred more frequently if their needs changed. The provider had contingency arrangements in place to deal with out of hours concerns or other events that may affect the service.

Staff told us they felt well supported and we saw that they received regular training and supervision. Training records showed that staff received training appropriate to their role. Most staff had attained a professional qualification in care or were working towards it.

People's views and opinions about the service were sought and the latest questionnaires were being returned at the time of the inspection. The provider told us an action plan would be produced based on the results. Not all of the people we spoke with knew how to make a complaint, although most said they felt able to speak with the providers.

All records seen were stored securely in locked cabinets in a key coded office. The arrangements for archiving and destruction of records were in place. Those records seen were clearly written and were up to date.

15 January 2013

During a routine inspection

We did not speak to people using the service on this occasion.

We looked at the arrangements in place for safeguarding people from abuse and saw that the service had policies and procedures that provided staff with guidance about what they should do if they suspected abuse was taking place. Training records were complete and all staff had a satisfactory criminal records bureau check in their file.

When we last inspected this service in May 2012, we checked to make sure that people were able to make choices about how they were supported. We also saw that improvements had been made to the way people's needs were assessed and addressed. We looked at the information held about staff and could see that it was appropriate. We also looked at how the agency ensured that it continued to provide a quality service. On this visit, we did not see any evidence to suggest that the provider was not compliant in these areas.

17 May 2012

During an inspection looking at part of the service

People told us they were satisfied with the care and support they received. They confirmed that they understood what their care package was and showed us their visit schedule that told them which carer was calling and at what time.

People appreciated the carers who visited them. One person said, "The girls preserve my dignity." They went on to tell us, "I cannot fault any of the carers, they are very patient with a sense of humour." "I couldn't fault the care." Another person said, "The girls are all good." "I have no complaints at all."

People told us they were supported by staff to be as independent as possible. They described how staff reminded them to take their medicines. People spoke to us about how flexible the service was and this was much appreciated.

12 January 2012

During a routine inspection

Four people we spoke to stated that they felt that all care staff offered support in a kind and caring manner. One person stated that "We trust the staff who support us". Another person told us that staff are "Caring, competent and courteous". "Respect is always there."

We were told that "I have no concerns about the care staff and their ability to do the job. Staff always knock before the enter my room and treat me with respect."

Two people spoken to were not aware of their care plan or if it had been reviewed by the service within the past year.

Two people spoken to stated that "They had not been asked to complete any questionnaires in the three years that they have been receiving support from the service."

Another person stated that there is "No managerial presence, no supervision."

Another person told us that they do not know who their carers will be from "One day to the next." One person stated that "The rota used to be done a month in advance but now it's not even a week in advance."