Archived: Nottingham Emergency Home Care Service

We found the agency provided care on a short term basis for people who needed care urgently. The person in charge told us they initially provided care between seven and ten days while alternative arrangements were being made for a more permanent care package with another care provider.

We spoke with three people who used the service, one relative and four members of staff. Staff we spoke with told us they always gained consent from people who used the service before they provided any personal care. One person said, "I signed some documents to say I had agreed with the care and support when the agency first came and visited me."

We found pre-assessments had taken place when the agency first took on the care package. They ensured plans of care were person centred and met people's needs. We found the agency continually assessed and reviewed each person on a daily basis to ensure they received the care that met their needs. One person said, "They [the staff] help me to do things for myself."

We saw staff had received training in how to deliver medication correctly and in a safe way. We saw records that detailed the medication each person should take and the relevant records were completed, such as the Medication Administration Record.

We found systems were in place to monitor and review the quality of the service provided. We saw people who used the service and staff were able to comment on the service and how it was run.

We spoke with two relatives of people who were using the service and one person said, "I cannot praise the service enough.'

People told us they felt safe with the support they were being provided. One person said, "I feel safe and I can talk to staff." People told us that they liked the staff and staff were able to meet their needs. They also told us they felt they could speak to the staff and they would be listened to.

We found that staff were supported to provide care that met people's needs. The provider was making appropriate checks before a new member of staff started work. We also found that the provider took steps to assess the quality of the service being provided.