Archived: Complete Care Holdings Limited - Telford

Complete Care provides personal care and nursing for people in their own homes throughout England and Wales. At this inspection they were providing care and support for 120 people.

Two registered managers were in post and present during our inspection. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People were safe from abuse as staff had been trained and knew how to recognise and respond to signs of abuse. Staff had access to care plans and risk assessments and were aware of how to protect people from risks of harm associated with their care. Any incidents and accidents were investigated to identify any learning and to minimise the risk of reoccurrence.

The provider completed checks on staff before they started work to ensure they were safe to work with people. People received help with their medicines from staff who were trained to safely support them and who made sure they had their medicine when they needed it. The provider undertook regular competency checks on staff to ensure they followed safe practice when supporting people.

People were supported by staff members that had the skills and knowledge to meet their needs.

Staff attended training that was relevant and individual to the people they supported. Staff received support and guidance from a management team who they found approachable. Staff members felt valued by the provider and that their suggestions and experiences mattered to them.

People were involved in decisions about their care and were involved in the planning the delivery of their care and support. People had information they needed in a way they understood. When people could not make decisions for themselves staff understood the steps they needed to follow to ensure people’s rights were upheld.

People had positive relationships with the staff members who supported them. Staff knew people’s individual histories, likes and dislikes and things that were important to them. People had their privacy and dignity respected and information personal to them was treated in confidence. People were supported to maintain well-being and had access to healthcare when they needed it . Staff responded to any changes in need promptly and consistently.

People and staff felt able to express their views and felt their opinions mattered. People felt able to raise any concerns they needed and were confident they would be investigated. People received feedback after any concerns were raised.

The provider undertook regular quality checks in order to drive improvements. The provider engaged people and their families and encouraged feedback. People were kept informed about any development within the provider’s organisation and received regular newsletters.

Due to the complex care needs of most people who used the service we spoke to their relatives. They told us they had enough information about the service and had been involved in making decisions about their care or their loved ones care.

All the people we spoke with were happy with the service and praised the care workers. Comments included, "The staff are trained well." 'There is an excellent back up service should we need to contact anyone out of hours.' 'The staff are very caring'.

People told us that staff treated their relatives with respect. People also told us that they felt that the support received from the service met their loved ones needs. Comments included, "I am so pleased and so thankful, when your loved one is at home and you are supported so well it makes a world of difference". "The care is excellent." 'Personal assistants are confident and professional'.

People told us there was a copy of their care plan in their homes. We looked at the care records of four people who used the service and found that people experienced care, treatment and support that met their needs and protected their rights.

People were supported by staff that had been recruited in a safe manner. Induction and on-going training had been undertaken by staff to ensure they had the appropriate skills to deliver care. One relative said, 'I know care workers are trained to a high standard and that staff are equipped with the knowledge they need to do a good job.'

The provider sought people's views periodically and completed assessments of risks to assess and monitor the quality of service provision.

Staff met people's care and support needs in ways that they preferred. We saw that detailed records gave staff the information that they required to do this. Plans were in place to support people to lead their lives and staff were aware of risks, people's rights and their responsibilities.

People were protected because staff were confident about how to recognise and report abuse.

People said they were supported by a knowledgeable and well trained staff team who knew their care and support needs. They told us that staff dealt with them in an open and friendly way. People told us that staff always attended to them promptly and shifts were never missed. People said that the staff were competent and always acted professionally.

People who used the service said they felt able to raise any issues or complaints they had with the staff. The service provided information at the assessment stage which gave details of how to use the complaint process. The provider had systems in place to log and respond to complaints and monitor trends.