Archived: Celtic Care Services Ltd (Swindon and West Wilts)

Care records we reviewed contained assessments and guidance detailing the care and support a person required. We saw that these had recently been reviewed and any changes to care noted.

The agency liaised where appropriate with other providers and agencies. Staff we spoke with explained how they worked with district nurses and physiotherapists to ensure that consistent care was given to people using the service.

Appropriate recruitment checks were carried out and recorded. New staff members completed an induction and attended core training. Staff we spoke with told us that they had been through an application and interview process before starting in their role.

Appropriate systems were in place for the safe handling, administering and recording of medication.

We reviewed the provider's complaints policy and procedure. This showed that the provider had a system for receiving and responding to complaints. People we spoke with told us that they knew how to make a formal complaint but had no reason to because the manager and staff addressed issues and concerns raised immediately.

The people we spoke with told us that staff were mostly on time and always stayed for the right amount of time. One person told us that 'the staff are absolutely wonderful'. Another person told us that 'the staff are always very good and cheerful on a morning which helps'. Staff told us that they followed the care and support plans which they felt contained adequate information.

The manager and some staff were aware of their responsibilities regarding protecting people from abuse. People we spoke with said they had confidence in their care and felt safe with the support provided. However training records we reviewed showed that some staff had not received training in this area and that other staff had not received any recent refresher training.

Staff we spoke with told us that they had not receive planned supervision and felt unsupported by the management team. They felt that when concerns were raised they were not always addressed appropriately.