Archived: Everycare Rugby & Warwickshire

We used the information we gathered to answer the five questions: Is the service safe; is the service effective; is the service caring; is the service responsive; and is the service well led?

Is the service safe?

The care plans we looked at showed risks to people's health and well-being were assessed. Care plans described the actions staff should take to minimise the identified risks. People told us staff knew them well and understood their preferences. A relative told us, 'It is a regular team of people and X has confidence in them because they are familiar faces. He trusts them.'

Staff were trained in administering medicines. The manager checked that staff administered medicines safely and kept accurate records. A relative told us, 'The pharmacy delivers to the house and put it in the safe' and 'The carer collects it from the safe and administers and records in the daily notes.'

The manager checked staff were suitable to work with vulnerable people before they started working at the home. Staff told us they had time to get to know people before they worked with them. Staff told us the team worked well together and they had confidence in the support available to them when they worked out-of-hours.

Is the service effective?

People told us they were happy with the care they received and their needs were met. It was clear from speaking with staff that they understood people's care and support needs and knew them well. A relative told us, 'They keep a daily record of careand there is a communications page and a family and carers diary for any issues.' People told us, 'If there is a new one they learn what I want. They always do as I ask' and 'They are good. I am getting more independent' and 'I have a folder. I can read it. It always makes sense and is true.'

Is the service caring?

People told us they were supported by kind and caring staff. People told us, 'Yes I am happy with the care' and 'I like all my carers' and 'Relatives told us, 'X thinks of them as her friends' and 'Y knows the carers well and they do what he needs.' A member of care staff told us, 'The carers here are really caring. They have a chat, build a relationship with people.'

Is the service responsive?

People's needs and abilities were assessed before they started to use the service. Staff recognised when people's needs changed, which prompted a review of their care plans. We found staff supported people to see other health professionals, such as doctors and occupational therapists, when they needed to. Relatives told us, 'They invite us to meetings for a care plan review. I can ask for any changes any time', 'They are responsive and pro-active' and 'I rang to request a different time for a call. They called back to say yes.'

The manager regularly checked people with happy with the service and asked for their suggestions. People we spoke with told us they felt comfortable about raising any issue with the staff or manager because they always got a positive response.

Is the service well led?

The manager conducted internal quality reviews and actively consulted with people and their relatives through surveys and meetings. People told us they knew how to make a complaint, but had not needed to.

Staff had a good understanding of their role and responsibilities for delivering a quality service. Staff told us they felt well informed because they had team meetings, memos and met the manager every week when they collected their rotas. Staff told us, 'I was observed at the beginning and sometimes work with the deputy manager so I get feedback. It is a good chance to think about what I do' and 'We have agreed to have regular meetings, but I could speak to the owners or deputy at any time.'

People's care plans and the instructions for staff minimised identified risks to their health and well-being. Staff kept a record of how they cared for and supported people at every visit. One member of care staff told us, "I am told what I need to know for new people. I feel prepared, because everyone has a care plan."

People were protected from abuse because the provider checked that staff were suitable to work with vulnerable people before they started work. One person we spoke with told us, 'The manager checks what the staff do, checks the records and observes them.'

Care staff told us they felt supported to deliver care effectively, because they were trained and supervised by senior staff. Care staff we spoke with told us, 'I can ring or drop into the office any time to talk about anything' and 'They are really supportive, even on the out of hours number.'

The manager's quality monitoring system included asking people whether they were satisfied with the service they received. One person we spoke with told us, 'The managers come for a chat sometimes. If I have any problems they are sorted out.'