5 September 2014
During a routine inspection
We spoke with seven people who used the service, the relatives of four people, one person's carer and a health professional. We also spoke with the provider, the manager, two office staff members and two care workers. We looked at ten people's care records. Other records viewed included five staff member's personnel records, staff meeting minutes, satisfaction questionnaires completed by the people who used the service and records relating to the quality assurance of the service.
We considered our inspection findings to answer questions we always ask; Is the service safe? Is the service effective? Is the service caring? Is the service responsive? Is the service well-led?
This is a summary of what we found;
Is the service safe?
We saw that care workers were provided with training in safeguarding vulnerable adults from abuse, Mental Capacity Act (MCA) 2005 and Deprivation of Liberty Safeguards (DoLS). This meant that care workers were provided with the information that they needed to ensure that people were safeguarded.
People's care records included appropriate risk assessments which identified how the risks associated with providing a domiciliary care service to people were minimised.
Care workers were provided with the training and support that they needed to meet people's needs safely and effectively.
The service's premises were suitable for running a domiciliary care service. This included secure storage for people's personal records.
Is the service effective?
People told us that they felt that they were provided with a service that met their needs. One person said, "They (service) bend over backwards, I am happy with them, they do everything I ask." Another person said, "I am more than happy. I used to use another company they were not so good."
People's care records showed that care and treatment was planned and delivered in a way that was intended to ensure their safety and welfare. The records were regularly reviewed and updated which meant that care workers were provided with up to date information about how people's needs were to be met.
Is the service caring?
People told us that the care workers treated them with respect. One person said, "They (care workers) are fabulous, I haven't found any nasty ones, they are all very good." Another person said, "They (listed regular care worker's names) are all very nice, they do what they are supposed to do." Another person said, "Respect? They (care workers) certainly do treat me with respect."
People using the service completed satisfaction questionnaires. Where shortfalls or concerns were raised these were addressed.
Is the service responsive?
People told us that they knew how to make a complaint if they were unhappy. We saw that where people had raised concerns appropriate action had been taken to address them.
People's care records showed that where concerns about their wellbeing had been identified the care workers had taken appropriate action. This ensured that people were provided with the support they needed. This included supporting people to obtain an appointment with health care professionals, including a doctor.
Is the service well-led?
The service had a quality assurance system and records showed that identified shortfalls were addressed promptly. As a result the quality of the service was continuingly improving.
At our visit of 5 September 2014 the provider told us that the registered manager, identified in this report, had left the service. They were in the process of submitting a notification and application to cancel the registration of the manager. When these are received the registered manager's name will be removed from this service's records. A new manager had been employed in the service who told us that they were in the process of submitting an application to register with us (CQC).