The Care Quality Commission
  • Services in your home
  • Homecare service

Archived: Pathways 4 Care Kidderminster

MCF Complex, Office 13, 60 New Road, Kidderminster, Worcestershire, DY10 1AQ (01562) 748660

Provided and run by:
Pathways 4 Care Ltd

All Inspections

9 December 2013

During a routine inspection

When we carried out our inspection of the agency it was providing personal care for adults and children in their own home. During this inspection we spoke with the registered manager and five members of staff who visited people to provide care. Following our inspection we spoke with eight people who used the service and four relatives on the telephone.

We found that before people received any care or treatment they were asked for their consent by staff who acted in accordance with their wishes. People told us: 'They always ask me if I'm ok when they're here' and: 'I have a routine which they (staff) know, but they still ask me what I need'.

People who used the service told us that the staff were friendly and provided good care. Comments included: 'Very good care' and: 'The girls are friendly and respectful'. Staff we spoke with told us that they had received training and support before they started work at the agency. One staff member told us: 'I stayed with an experienced member of staff until I felt confident on my own'.

The provider was able to demonstrate that they listened to people who used the service and regularly reviewed and monitored the care to make sure people received appropriate care.

11 December 2012

During a routine inspection

We visited the office and looked at care files and other documentation relevant to how people were supported in their homes. We spoke with three people who were using the service, three relatives and five care workers by telephone.

Everyone spoke positively about their care workers and felt that they fully supported their care needs. Without exception people said that all their care workers spoke with them in a calm and respectful way. One person said, "They do everything I ask and more."

Most of the people spoken with told us that their care was personalised to their needs. People's preferred names were used even when there were changes in care workers. All the people we spoke with were happy that their carer workers adapted very well when care changes were made. A relative told us, "Very satisfied with the service."

People told us they felt safe using the service. There were clear processes in place to protect people and the care workers we spoke with demonstrated a good understanding of their duty in protecting people from unsafe practices.

Care workers had received appropriate training and support to carry out their roles effectively. The people we spoke with told us that care workers were reliable, turned up on time and did not leave before the shift had ended.

There was an effective quality assurance programme in place to ensure that ongoing improvements were made for the benefit of the people who used the service.

19 December 2011

During an inspection looking at part of the service

We carried out this review to check on the care and welfare of people using this service.

We visited the agency office in Kidderminster and spoke on the telephone with people that used the agency and this included relatives of people who used the service. We talked to people about their experience of the care and service they received from the agency. People told us that the care workers were 'always on time. They are very good; I can't speak highly enough of them'. 'I mainly have one carer. She is very good, very cheerful and happy'. Other comments included; 'I am very satisfied with the agency'. The 'agency is so good to me'. 'The girls are lovely and cheerful'. 'They are like a family. We have a nice chat. They are marvellous. I could not do without them'. 'I would recommend them, they are wonderful'. They are 'extremely reliable, if they are going to be late I am contacted'. We were told that they had a 'consistency of care workers, I have a rota and know exactly who is coming'. 'I would highly recommend the agency'.

People told us the care workers were polite and respectful towards them and were kind and respected their dignity whilst they assisted them with personal care.

We found that people received effective, safe and appropriate care, treatment and support that met their needs.

We found shortfalls in the training and supervision of care workers. This means that people may be placed at risk of harm through care workers not being properly trained, supervised or appraised to make sure that care workers were competent to carry out their role.

We found that there was a system for assessing and monitoring the quality of the services provided in place, but they needed to be further improved to make sure people were not placed at risk of inappropriate or unsafe care and treatment.

The registered manager had notified the Commission in September 2011 that she was going on leave of absence for a period of nine to 12 months. The deputy manager is currently the interim manager of the agency.