Archived: Direct Care Works-Leicester and Leicestershire

Below is a summary of what we found. The summary is based on our observations during the inspection, speaking with people using the service, the staff supporting them and from looking at records.

If you want to see the evidence supporting our summary please read the full report.

Is the service safe?

People told us they felt safe. Safeguarding policy and procedures were in place and staff understood how to safeguard the people they supported.

There were sufficient staff to meet people's needs. All scheduled visits were covered. Managers and/or supervisors were on call and were able to cover any additional visits or visits if for example the member of staff was unwell.

Potential areas of risk had been identified for each person and plans to manage these risks had been developed. These linked to the care plans for each person. Detailed risk assessments had been completed related to hazards accessing and within peoples' homes to ensure the safety of care staff and the person they were caring for.

Is the service effective?

Staff had regular supervision and had received training. This meant that staff had the right knowledge to meet people's individual needs.

Is the service caring?

People who used the service told us the care and support provided was good, reliable and they got on well with staff. One person said, 'They are always there to listen, the support is excellent.' Another said, 'They have really helped me and made a difference to my life'. A relative said, 'They are absolutely brilliant, their expertise is really good and we have complete faith in them'.

Is the service responsive?

People's needs were assessed and care and support was planned and delivered in line with their individual care plans. Care plans considered all aspects of the person's circumstances and were centred on them as an individual. Information was given on how best to provide different aspects of a person's care. This helped staff provide care and support according to the person's needs and choices.

Information on how to make a complaint was given to people who used the service and their representatives. There had been no recent complaints.

Is the service well-led?

The service had a quality assurance system in place. Managers and supervisors carried out regular unannounced spot checks which covered all carers. This meant the provider could be sure that care was being provided according to the care plan.

People who used the service were asked for their views about the quality of care and support being provided. This meant that the care and service provided was informed by the comments made by people who used the service.

People we spoke with told us they were satisfied with the care and support being provided and that their choices were respected. Staff had a good understanding of the needs of people who used the service and said they felt valued and supported in their roles. People we spoke with were complimentary about the carers and felt comfortable with the care being provided.

We looked at the records of six people who used the service and found care plans were detailed and thorough and provided clear guidance to staff about how the persons' care should be delivered.

Staff had been appropriately screened to ensure they were suitable to work with vulnerable people.

The service had an appropriate quality assurance system. However, complete and accurate records were not always maintained.

We spoke with four people who used the service. People told us they were supported to make choices and maintain their independence as much as they were able.

Most people we spoke with about the service were positive in their responses. Comments included: - 'it's given me real peace of mind and I'm content', 'they do more than their job', 'these just shine, they're a cut above the others' and 'they're brilliant, nothing is too much trouble'.

We found that people's needs had been assessed and then a support plan had been produced. People had been involved in reviewing their support plan and records contained appropriate details about people's health and social support network.

We found staff had received appropriate professional development and were aware of the appropriate reporting processes should an allegation of abuse be raised.

The service had an effective quality assurance system but the provider may find it useful to note that no record had been made of staff meetings or staff observations.