The Care Quality Commission
  • Community
  • Community healthcare service

Archived: Falcon Care Limited

Reeves Corner, Great Plumstead, Norwich, Norfolk, NR13 5BY 0844 800 9812

Provided and run by:
Falcon Care Limited

All Inspections

10 February 2014

During a routine inspection

We were not able to contact many clients and staff, but those we spoke with supported the evidence we had obtained from other sources. People who used the agency's staff told us that they found the staff, 'Professional, courteous and co-operative.' Staff told us that they had full access to records about people's individual needs and how they should be met. Staff were able to express their views about people's care and treatment through handover meetings.

People who used the agency's staff told us that they had regular meetings with the provider to ensure that the service was meeting their needs. Regular contact was made, either by telephone or through meetings, to discuss any issues and address any concerns.

The agency office was suitable for its purpose. It was well maintained and secure. Parking was available at the front of the building and there was level access via a ramp. Security systems were installed which could be activated remotely.

One person told us that, "...nine times out of ten staff were readily available and at short notice.' We saw that the service followed a rigorous recruitment process, with potential staff required to complete questionnaires that identified their level of knowledge and competence. Full induction processes were completed by the provider and also with the people who the agency's staff.

The service sought the views of the people using the service and improvements made as appropriate. Regular meetings took place with people using the service to ensure their needs were being met. There was a complaints process in place. One person said, 'They readily respond to concerns.'

11 June 2012

During a routine inspection

Falcon Care Limited provides staff to work for organisations in the mental health, learning disabilities and adult nursing sectors. They provide a wide range of services and train their staff to meet the needs of their clients. Placements can be long or short-term, depending on the client's needs.

Clients of Falcon Care Limited told us that they were very happy with the service they received. One person said, 'We have never been let down by the service'. They spoke about receiving a service of 'Honesty, quality and above all contactability.' Another client said that they had no concerns and 'Would suggest Falcon to others.'

We were told that clients knew about the complaints procedure and that they had regular and frequent contact with the service to ensure everything went smoothly. The representative of one organisation said, 'We get together and keep in contact once or twice a month.'

People said that staff were well trained and competent. One person spoke about staff competence and said that, 'They have the ability to perform with autonomy when required and also as part of a team.'