The Care Quality Commission

Archived: CFP Community Services

21 Imperial Avenue, Westcliff On Sea, Essex, SS0 8NE (01702) 344744

Provided and run by:
C F P Community Services Ltd

All Inspections

20 February 2012

During an inspection looking at part of the service

Following our visit to CFP Community Services on 15 and 20 February 2012, all people who use the service had received a monitoring visit from a member of the management team. The purpose of the visit was to ensure that people who use the service were pleased with the service provided by the organisation and that their support plan documentation was appropriate and up to date. In general people stated that they were happy with the service provided. Comments included 'I am very happy with my carer' and '[Name of person who uses the service] stated they were happy with the support they get.'

15 February 2012

During an inspection looking at part of the service

We spoke with eight people who use the service and/or their representatives about the quality of the service provided by CFP Community Services Limited. Comments provided about individual support workers who provide assistance and support with people's specific care needs were positive. Comments included "the carer's are excellent", "the staff are brilliant" and "[name of support worker] has the right attitude, works well with my relative and is brilliant, I have no complaints." People told us that staff were always polite and respectful. People also confirmed that in general the support workers arrived on time and worked for the full amount of time allocated. People told us that in general there were suitable arrangements in place to ensure that there was continuity in relation to the support worker's who provided care and support for each person however this did not always happen.

Where negative comments were raised, people did not always feel that the operational ('office') side of the business was well managed so as to deliver services effectively. People told us that they found the office staff to be "okay" however improvements were required. People told us that CFP Community Services Limited needed to improve their communication, especially about informing people about any changes, for example, which support worker was due to visit, what time and/or if they were to be late. People told us that the office staff did not always return their calls and in some instances where they had written to the manager, there could be a delay in receiving a response. One person confirmed that they had been waiting since November 2011 for a return telephone call from the office. Specific comments included "the office is chaotic and not well run", "I feel the office is very disorganised" and "You never know in advance who is visiting."

13 September 2011

During a routine inspection

We forwarded surveys for completion to people who use the service and/or their relatives. A total of nine surveys were returned to us. The majority of comments made by people who use the service were complimentary. These told us that people who use the service received sufficient information about the care agency and what they could expect from them, prior to the service commencing. People told us that they have been involved in making decisions and choices about their care and how these should be provided. In general people confirmed that support staff arrive on time, stay for the agreed length of time and that they were treated with respect and dignity by staff. Comments included "They (staff) have always got time and are always helpful", "If carers are late I will ring CFP to find out what is happening" and "Everything is done to the best of their ability."

A recent survey completed by an external organisation for one person recorded positive comments about the service. The survey confirmed that the person was happy with the care and support they received and that staff provided this in the way that the person wanted.

Two negative comments were recorded in relation to the number of support staff provided on occasions and concern expressed that there may be difficulties contacting the management team of the service. Comments included "Only one carer instead of two arrived on several occasions. The management apologised but nothing happens, no follow up phone calls and then it happens again" and "In the last two weeks we have had one carer when it should be two on six occasions. The actual carers in most cases are excellent. It is impossible to speak to the management. No emergency number and no 'stand in' person to come in an emergency."