Archived: Wrekin Care Co-operative

A single inspector carried out this inspection. The focus of the inspection was to answer five key questions; is the service safe, effective, caring, responsive and well-led?

Below is a summary of what we found. The summary describes what people using the service, their relatives and the staff told us, what we observed and the records we looked at.

If you want to see the evidence that supports our summary please read the full report.

This is a summary of what we found:

Is the service safe?

All the people we spoke with told us they felt safe when care staff were in their homes. One person spoke about the care staff and told us, 'They are well trained and know what they're doing'.

We found there were sufficient numbers of care staff to meet people's needs on the day of our inspection. The provider had arrangements in place for when staff and the manager were ill or on holiday.

Risks to people and care staff had been identified and managed in a way that ensured their safety. Risks were also identified in people's own homes which helped to ensure their safety and the safety of care staff.

The Care Quality Commission is required by law to monitor the use of the Mental Capacity Act 2005 and Deprivation of Liberty Safeguards. People who used the service were all able to make their own decisions. Staff had received training in the Mental Capacity Act and the Deprivation of Liberty Safeguards and understood the importance of people being supported to make their own decisions in relation to their care and treatment.

Is the service effective?

People told us they were happy with the care they received and that their needs were met by care staff. When we spoke with care staff they were able to tell us the care and support people needed which showed they understood their needs.

People were looked after by care staff who had received training appropriate to their roles. New care staff completed an induction phase and worked with other care staff before they worked alone with people. This ensured they were familiar with people's needs and could support them safely.

Care staff were supported in their roles through supervision with the manager. Some care staff we spoke with were unsure about the arrangements for their supervisions. However, all care staff told us they felt supported in their roles.

Is the service caring?

When we spoke with one person about the care they received from care staff, they told us, 'They are a nice crowd. They really do care'. One relative told us, 'They're helpful, respectful and we're very happy with them'.

Care staff we spoke with told us, 'I listen to what people need and want'. Another told us, 'I love my job. I get a good sense of satisfaction from it'.

Is the service responsive?

One relative told us, 'When I needed extra care calls for Mum they obliged. They've never let us down.'

People's needs were assessed before care was provided. If people's needs changed the service responded quickly and updated care plans to reflect the changes. People told us they were always involved in their own care and support.

Care staff were provided with up to date information about the people they cared for. This ensured they supported them appropriately and according to their current needs.

Is the service well led?

When we spoke with care staff they told us that the people who used the service always come first and this was something the provider insisted on. One care staff told us, 'The philosophy is all about looking after people and that they're the most important thing'.

Care staff told us they were able to speak with the manager about any concerns they had. They felt they were treated fairly and supported by them.

People completed yearly questionnaires to give their opinions on the service provided. The results from these questionnaires were shared with people. The manager told us they had spoken with individual people where they had identified issues to help resolve these. This helped to ensure that people received a good quality service at all times.

Everyone we spoke with told us that they were satisfied with the care and support that they received. One person commented, 'We could not ask for any better carers." 'Another told us, 'I have already recommended Wrekin Care Co-Operative to people in similar situations as mine."

We found that the right people had been involved in making decisions about care and support. People told us that they were always asked their agreement in relation to how they received their care and support at the start of every care visit. People said that staff knew how to meet their needs and listened to them when they asked for things to be done differently.

People were protected because staff were confident to recognise and report abuse.

Staff recruitment systems made sure anyone who worked for Wrekin Care Cooperative was screened fit to have contact with vulnerable people. Staff told us they thought the range of training and development opportunities offered to them kept them up-to-date with current practice. One person commented, "We are always being offered training. It's great."

We found that the provider was continuing to develop and improve their systems for assessing and monitoring the quality of service they provided. We saw they demonstrated how they learned from feedback to show the service was run for the benefit of the people using it.