The Care Quality Commission

Archived: Pendle Care & Support Services

167-169 Leeds Road, Nelson, Lancashire, BB9 9XL (01282) 606886

Provided and run by:
Mrs Sandra McBeth and Ms Annette Palmer

Important: The provider of this service changed. See new profile

All Inspections

5 February 2014

During a routine inspection

People who used the service were given sufficient information to enable them to make informed decisions about their care and were involved and consulted with.

We spoke to one person who received care from the service and two family members and found people spoken with were very happy with the care and support they received and did not have any negative comments.

Individual care assessments and support plans were in place and these were followed in practice. We found people usually had the same team of carers and people experienced safe and appropriate care. We found people were being supported to maintain their independence and interests within their local community.

We found staff were supervised and supported in their role as well as receiving ongoing training and supervision. We spoke with two staff members who confirmed they were very well supported in their workplace by the managers and senior staff.

People told us they felt safe with the service they received and had no concerns about the staff team. We found appropriate arrangements were in place to safeguard people that used the service.

We found records were fit for purpose and were held securely. People had information informing them about accessing their own care records and support plans as well as information about the service.

23 January 2013

During a routine inspection

As part of this inspection we visited the agency office and spoke with two people who received a service and with two support workers (staff).

We found people were involved in the planning and review of their care and had been able to influence how their support was delivered. People said they were happy with the service they received. Comments included, "They are willing to listen and do what I want" and "They understand my needs".

People told us they were provided with the same team of staff who provided a 'reliable' and 'excellent' service. This ensured they were looked after by staff who knew them well. One person said, "I know who is coming and at what time". We were told the support workers were pleasant, friendly and respectful of people's choices and opinions. People told us, "Support workers are very kind and friendly" and "They are all very good".

People told us they had no complaints about the service; a recent satisfaction survey confirmed this. People knew how to make a complaint and were confident any concerns would be addressed. One person said, 'I can ring the office if things aren't right; they are very good and would sort it out'.

14, 15 March 2011

During a routine inspection

People told us that that they were provided with a good standard of care. They were involved in the provision of care and were supported with their medication. They said that they were given choices. Their views were respected and staff encouraged them to be part of the local community and to use the local facilities for education and leisure.

The staff at the agency assess the needs of the people before they offer a service so that they can be assured their needs can be met by the staff team.

We saw that the people using the agency are involved in planning their care and are in control of how their support is provided for them.

Care plans are regularly reviewed so that people have the most appropriate support to meet their needs and if these needs change, the support they receive is amended to reflect those needs.

Risk assessments are reviewed regularly in respect of the person's needs, the environment and behaviour so that service users and staff are safeguarded.

There are systems in place to ensure the staff receive training and are working in line with current best practice. This helps them to provide consistent, good quality care safely for the people who use the agency.

Good systems are in place to ensure staff receive regular support and guidance from their managers to help them continue to work effectively with the people who use the agency.

The agency has a comprehensive procedure to deal with complaints and concerns so that people who use the service can be assured they are listened to and their concerns are taken seriously and acted upon.

The agency has its own quality monitoring process which ensures records are maintained to a high standard.