13, 17 March 2011
During a routine inspection
A service user told us that they hadn't had a visit from the office to update their care plan paperwork since Mears Care took over the business in July 2010. They thought that they were the only person who hadn't had a visit.
People spoken to in the main were complimentary about the care staff who support them. One person told us, 'Now, they are all good workers.' Another person said,
'Absolutely great'. 'Very kindly, very friendly people' 'They really are very nice people'.
One relative told us that the service is good when they get the carers they want at the right time. The relative said carers are coming at the wrong time which impacts on the service users' day as they have not been able to get up and shower and have to wait sometimes up to 11.30am before a carer comes.
One service user said that they are having different carers all the time. Another person told us the carer didn't come until 10.30am when the support should be around 9.00am- 9.30am each day. They complimented this carers' manner, skill, approach and attitude and had nothing but praise for them but they also recollected when a carer came who rushed the service user and left the service user without shoes which they were not able to put on themselves.
Service users identified that communication was lacking in the office and gave a number of examples when they had contacted the office to change or cancel the service and the information hadn't been passed on to carers.
One service user told us that the carers do their shopping and go to their preferred shops to buy the food they ask for and like.
Staff spoken to said they had taken part in safeguarding training and knew what to do if abuse was alleged. One staff member said that the training had included the different types of abuse which they had found interesting from the perspective of increasing knowledge and awareness.
The people we spoke with said they didn't need help with medication administration.
One service user said their care and support was timed around the need to have medication which they were able to take themselves.
Service users and relatives spoken to were in the main complimentary about the personalities and abilities of carers.