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

Archived: Nottingham Community Care Services

Stokes Business Centre, Blackwell Road, Huthwaite, Sutton In Ashfield, Nottinghamshire, NG17 2RG (01623) 557466

Provided and run by:
Mears Homecare Limited

All Inspections

13 February 2014

During a routine inspection

During this inspection we looked at the care plans of nine people who used the service. We sent out 61 questionnaires asking them about the standard of care and support they or their relative received. We received 11 responses back from people who used the service and 6 from relatives. We also conducted telephone interviews. We spoke with the registered manager, two care coordinators, moving and positioning trainer and two care support workers.

People were involved in decisions relating to their care and support. One person told us, 'They (staff) came from the office, I said what I wanted and they agreed, I didn't have to be told what I could have and what I couldn't have, I knew what I needed and they listened.'

People were safe and their needs were met by their care support worker. One person told us, 'If I felt unsafe or unhappy with anyone coming to help me then I would not accept it.'

Staff received training in order to ensure that people were protected from harm from unsafe or unsuitable equipment.

People received care and support from staff who were suitably qualified. However there were concerns raised that staff did not always attend people's homes at the agreed time.

The service was well led. One staff member told us, 'The manager is very approachable, you can tell her anything and she will sort it straight away. As she used to be a carer she understands our concerns. I have every confidence in her.'

4 July 2012

During a routine inspection

People who used the service understood the care and treatment choices available to them. When we spoke with five people who used the service they all told us they felt they were consulted and involved in their care. Comments received included, 'The staff are lovely, they always maintain my dignity.' 'I am highly satisfied with the service and I received information when I started to use the service.'

People said they experienced effective, safe and appropriate care, treatment and support. All those we spoke with told us they felt they were cared for appropriately. Comments received included, 'My mother receives care from the agency, the staff show that they appreciate my involvement, they keep me informed about everything.' A person using the service told us, 'I am always treated well, the staff are reliable and I feel they know about my needs.'

People who used the service also told us they felt safe using the service. Comments included, 'The staff are lovely, always happy and polite'. 'I find the staff very good, I could not wish for better, or more caring staff, they are exceptional.' 'The service is very reliable, I usually have the same carer.'

We found that people who used the service, their representatives and staff were asked for their views about their care and treatment and they were acted on. A relative told us, 'I had some concerns initially, the manager took immediate action and addressed them, I am very satisfied with the service.'

9 November 2011

During an inspection in response to concerns

We visited the services main office and looked at documentation and spoke with the manager. The domiciliary service had branched out in March 2011 when a learning disabilities service was also offered. There had also been several changes in respect of the manager which had impacted upon the maintenance of records. A new manager was now in place and she said she was working towards making improvements.

As we were unable to visit people in their own homes we contacted three people by telephone and held discussions with them. Due to people's complex needs, on two occasions we spoke with a relative rather than the person using services. We also contacted three members of staff by telephone.

One person using services said they had been visited by a member of staff and an assessment had been carried out before they began to use the agency. They said had been given all the information they needed.

Two relatives said they had not received any information about the agency prior to the service being arranged.

One person using services said they had a plan of care in place and their needs were met and staff supported them in a way they preferred.

One relative said a plan of care was in place and they felt their relative's needs were met.

One person using services said they felt safe with the staff and they trusted them.

Two relatives said they were happy with the care their relative received and they felt their relatives were safe.

One person using services said they looked after their own medication.

One person using services said staff were very good at their jobs and they were very pleased with the service.

One relative said staff maintained a good standard of care. Whereas one relative felt that some staff spent too much time chatting to each other when supporting their relative, rather than trying to communicate/interact with them.

One person using services said they had received a questionnaire about the service.

One relative said they had received a telephone call from the service asking them for feedback about quality. Whereas one relative said more contact with the office staff would prove beneficial to ensure any issues of concern were followed up.