Archived: IRC Care Services

Also, at the time of this inspection, the location did not have a registered manager in post. The provider had assumed day-to-day responsibility for managing the service. We have asked the provider to take the necessary action to appoint a registered manager as this is a legal requirement associated with the registration of this service. We will follow-up with the provider to ensure that this action is taken without delay.

We spoke with three people who used the service or their relatives. Everyone we spoke with told us that they were happy with the service they received from all or the majority of the staff. One person told us, 'They bring sunshine into our home".

Care was planned and delivered in a way that was intended to ensure people's safety and welfare.

People we spoke with and their relatives said they felt "Safe" with staff. They told us that the service sought feedback and if they had any concerns then they would speak with the Manager and felt confident that the appropriate action would be taken. However, we found that the service had not always followed the correct procedures with regards to reporting concerns to the appropriate authority for investigation.

The provider had a system to seek feedback from people who used the service. However, there was no overall analysis of the information in order to identify trends. This meant that there was no evidence of organisational learning from the quality monitoring questionnaires or home visits.

We also found that the systems adopted by the provider to address areas of concern were not suitably robust. This was because we found that similar complaints were arising over periods of time; complaints had not been suitably resolved so as to demonstrate improvements in the service.

People also told us that they had been in contact with the manager on a regular basis and felt confident in raising any complaints or issues should they need to do so.

Staff told us that if they had any concerns with regards to safeguarding then they would speak with the Registered Manager and felt confident that the appropriate action would be taken.

The Provider had an effective recruitment system in place.

We reviewed the care records for four people who used the service and found that the information maintained was up to date and detailed the individual care and support needs for each person.

The Provider had a complaints procedure in place. People told us they knew how to complain. However, we found that some of the information in the complaints policy was inaccurate and at times, some information was missing.