Archived: Enfield Domiciliary Care Agency

Appropriate care planning was taking place involving other professionals including social workers and GPs. Records showed that the providers own care staff had also provided regular feedback to the manager on people's changing needs. One person told us 'Staff support me at the doctors and have the information.' There was continuity of care between staff.

Records showed that appropriate checks were undertaken before staff began work and effective recruitment, selection and employment processes were in place.

People who use the service were asked for their views about their care and treatment. Records showed that quality audits had been undertaken and actions identified. An easy read quality improvement visit letter was sent to people where appropriate outlining how the provider conducted the audits.

The provider had a system in place for identifying, receiving, handling and responding to complaints and comments made by people using the service.

Care and support was planned and delivered to ensure people's safety and welfare. A relative said 'the people are lovely and genuinely care so much about my dad. I don't want or trust anyone else.' Personal plans and risk assessments in place were regularly updated. Procedures for dealing with emergencies affecting service delivery were in place.

The provider had taken reasonable steps to identify the possibility of abuse and prevent it from happening. Carers we spoke with had received training on safeguarding and the Mental Capacity Act and could tell us what they would do if they suspected abuse.

Staff received appropriate professional development. Carers felt the organisation saw training and mentoring as important. They could speak to their managers every day and felt they were listened to and supported.

People were asked their views about their care and support and the provider regularly assessed and monitored the service people received. A senior manager regularly went to speak to service users at the monthly luncheon for people with learning disabilities. These checks meant that any issues arising for people using the service could be quickly dealt with.