Archived: Chrysalis Care Ltd

As part of this inspection we spoke with the relatives of five of the 15 people who use the service, the registered manager, a representative of the provider and three of the 20 care staff. We also reviewed records which included four care plans, daily care records, staff training records and other records relating to the management of the service.

Below is a summary of what we found. The summary describes what people and the staff told us, what we observed and the records we looked at.

Is the service safe?

People were protected from unsafe or unsuitable equipment because there were systems in place that ensured all equipment was properly used, maintained, tested and serviced. The care plans included actions required of staff to protect themselves, as well as risk reduction measures to protect people who use the service.

Staff we spoke with confirmed they were given enough time on each call to complete the care needed to a good standard. They felt they were provided with training that enabled them to do their job safely and efficiently.

Is the service effective?

The Care Quality Commission monitors the operation of the Mental Capacity Act 2005 which applies to all services providing care and support for people. We found before people received any care or treatment they were asked for their consent and the staff acted in accordance with their wishes.

Relatives we spoke with told us staff always turned up when they should and stayed the correct length of time. All relatives said staff had never missed a call. On the rare occasions when staff were running late, relatives said staff always contacted them to let them know.

Is the service caring?

Relatives we spoke with felt the staff always respected their family member's privacy and dignity. One relative commented: "Definitely, no question about it." and another told us: "My relative is treated with a great deal of respect, they are very very good."

People experienced care and support that was planned and delivered in a way that was intended to ensure people's safety and welfare. Relatives were complimentary about the care workers and felt they had the skills needed when providing care and support. One relative commented: "I feel they all have a passion for their work, they are all lovely and very patient."

Is the service responsive?

Although none of the relatives we spoke with had made a complaint, all knew what to do and who to talk to if they had any concerns. All felt their concerns would be listened to and acted upon.

Is the service well-led

The provider had an effective system to regularly assess and monitor the quality of service that people receive. People who use the service, their representatives and staff were asked for their views about their care and support and they were acted on.

Comments received from relatives about the service included: "I am very happy with Chrysalis. I would recommend them." and "We are really happy with everything. Their time keeping is brilliant and they are kind and caring. They make a very happy atmosphere in the house whenever they come."

The people we spoke with told us that care staff were always on time and always stayed for the right amount of time. Staff told us that they always followed care plans which they felt contained adequate information.

People we spoke with told us that they had confidence in the care workers and the care they provided. They also said that they felt safe using the service. People we spoke with knew how to raise a complaint. They told us that they would speak to the manager. Staff told us that they felt supported and the agency had systems in place to ensure that staff were appropriately supported, trained and experienced to assist people and meet their needs.

Some people told us that they had recently completed a questionnaire which had been sent out to them by the agency. Some people told us that the manager visits them now and again and is always at the end of a phone.