The Care Quality Commission

Archived: Sally and Sarah

3 Innovation Court, Yarm Road, Stockton-on-tees, TS18 3DA (01642) 608070

Provided and run by:
Sally and Sarah

Important: The provider of this service changed. See new profile

All Inspections

30 October 2013

During a routine inspection

We found that people who used the service had care plans which had been discussed with them and where appropriate their relatives. People consented to the care and support that they received and if they were unable to do so, their relatives were involved in the assessment and planning process. Care plans were reviewed on a regular basis to take account of changing needs.

Staff provided care which met individual needs and took account of people's preferences. People said that they had positive relationships with the staff who they found to be respectful and courteous.

There were measures in place to reduce the risk of abuse, staff understood their role in identifying signs of abuse and they had received training in safeguarding.

There were systems and processes in place to support staff to undertake their role. There was an ongoing training programme, appraisal process, staff meetings and a communications system to ensure that staff had access to support and advice at all times.

The provider had systems in place to assess and monitor the ongoing quality of care provided. Polices and procedures were audited and updated on a regular basis, there was a complaints procedure and opportunities for people using the service and their relatives to contact the managers at any time. People we spoke with and their relatives said that they could discuss any aspect of the service provided with staff and the managers and that they were accessible and responsive.

24 January 2013

During a routine inspection

We found that people experienced care, treatment and support that met their needs and protected their rights. Care and support was provided to people by staff who were supported to deliver care and treatment safely and to an appropriate standard. We also found that people were protected from the risks of unsafe or inappropriate care and treatment because accurate and appropriate records were maintained.

We found that people were protected from the risk of infection because appropriate guidance had been followed.

We found that there was an effective complaints system available. People were aware of the ways they could make a complaint and procedures were in place to ensure that complaints were responded to appropriately.

One person we spoke told us, "The care and support she receives really does go beyond any expectations that we had."

Another person told us, "I am always involved in my care planning, they are great."

24 January 2012

During an inspection looking at part of the service

We spoke with relatives of people who used the service. They were extremely positive about the care and support provided to their relatives.

One relative said, "It is a very reliable service, they are very good, they come on time, stays for the required time." and "We have been so pleased, really satisfied with them."

Another relative said, "Everything they needed to do they would do, they provided the care that they needed and wanted and this enabled them to stay at home."

Relatives spoken with confirmed that before the service began, the providers visited and conducted an assessment and discussed specific needs.

3, 6 June 2011

During a routine inspection

One person who was visited said that the care provided was as they wanted it, they had been fully consulted and the relationship with the organisation and staff was an inclusive one. They said they were treated with the utmost respect by staff. They said, 'Fully involved in all aspects of care, it is a team effort'.

One relative spoken to said, 'They treated him with the respect that he wanted'.

One person who was visited said, 'I am very happy with the care provided'. 'It is a very reliable service, extremely flexible, they are always assessing for any extra care that might be needed'. They confirmed that the care was planned around their preferences in terms of times and also confirmed that they received a rota, which detailed the staff that would be supporting them. They also confirmed that a pre service assessment had been completed and a care plan was completed which they had been involved in.

Relatives of people using the service or who had used the service were spoken to. They spoke extremely highly of the care that was provided. One person said, 'absolutely superb' this person said they knew how excellent they are due to own professional background. Another person said, 'utterly reliable, the care they showed was terrific'. 'The demeanour was of people who really cared, they developed a bond and there was confidence in them'.

One person spoken to did not have any concerns about the service and it they had, they would not hesitate to raise these directly with the providers. They said, 'I am aware of how to make a complaint, I have never had to raise issues or concerns'.

One person who was visited said, 'New staff are introduced beforehand usually by the owners, I get on fine with the staff, they are very polite I have got to know them and developed good relationships'. They confirmed that they had confidence in the staff, that they were well able to meet their needs and were very professional.

Relatives were positive about the staff. They confirmed that staff were introduced to the person before delivering care. One person said, 'They train and monitor their staff, they are watched over closely and they work closely with their staff'.

A person who was visited confirmed that there is regular discussion about the care and service provided. The said, 'They are well aware of my views on the service provided'.