Archived: UK Care Team (Leicester)

We considered all the evidence we had gathered under the outcomes we inspected. We used the information to answer the five questions we always ask.

Is the service safe?

A person who used the service told us, "I'm very happy with the service. I feel very comfortable. The carers respect me and my beliefs." Relatives told us that their parents or spouses were safe when they received visits from care workers who visited them. People who used the service had a say in which care workers visited them. Relatives told us it was important to them that the same care workers came. All relatives we spoke with were complimentary about the service and staff. Comments included, "The service is good. The carers are very friendly and polite. They come on time." The provider had ensured that people were supported by care workers who spoke their language and understood their cultural needs.

We found that people's care plans contained details of their needs and how they wanted to be supported. We found that care workers understood what was required to meet people's needs and keep them safe.

Is the service effective?

Relatives told us that they thought staff knew and understood their needs. They told us that care workers visited them at times they expected and, most importantly to them, that the same care workers came. The provider had ensured that people were visited by the same care workers.

People's care plans had been reviewed and updated regularly by the registered manager. That meant that care and support had been modified to meet people's changing needs.

The registered manager monitored care worker's punctuality and delivery of care and support. We saw from records that care workers were punctual and had stayed for the duration of scheduled home visits. Relatives told us care workers were punctual and had completed all care routines. One relative told us, "We get the same care workers at times we expect." Another relative told us, "They do exactly what they should. The carers are excellent."

The registered manager had carried out checks that care workers provided care in a safe and appropriate manner. Relatives told us that the registered manager telephoned them often to check that they were happy with the service. This showed people could be assured the provider had effective systems for delivering care that met people's needs.

Is the service caring?

People spoke highly of the care workers and registered manager. They described staff as kind, caring and respectful. One relative described care workers as "excellent."

People's care plans contained detailed information for care workers about they should support and care for people. We saw from the notes that care workers made of their visits that they had recorded the care routines they had carried out. Relatives told us that care workers completed their care routines, One relative said, "The carers definitely do all the things they should." We found that staff were caring and that they supported people appropriately.

The provider had effective recruitment procedures that ensured as far as possible that only people who were suited to work with vulnerable people had been recruited.

Is the service responsive?

People had been involved in reviews of their care plans. The provider had asked people for views about the service in the form of a satisfaction survey. We saw from people's responses to the survey that they were more than satisfied with the quality of care and support they experienced. The provider had acted upon people's responses and had made improvements where required.

Relatives told us that they knew how they could raise concerns about the service if they felt they needed to. The registered manager had kept in regular contact with people who used the service and their relatives. One relative told us that the registered manager had been helpful.

We found that the service had listened to and acted upon people's concerns.

Is the service well-led?

We saw from what people had said in a recent satisfaction survey that they were highly satisfied with the quality of care they had received.

The provider had quality assurance procedures in place that monitored the quality of the service provided. We saw that when the provider had identified shortfalls improvements had been made.

We saw that the provider had continually looked at ways the service could be improved.