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

Archived: Porter Moore Limited

Linden House, 95-97 Station Road, New Milton, Hampshire, BH25 6JJ (01425) 611522

Provided and run by:
Porter Moore Limited

Important: The provider of this service changed. See new profile

All Inspections

9, 10 May 2013

During an inspection in response to concerns

At the time of our inspection Porter Moore Limited was providing support to 101 people who lived in their own homes.

We visited five people in their homes. We also spoke on the telephone with a further 15 people and/or their relatives in order to obtain their views about the service they received.

All the people we spoke were complimentary about their regular care workers. They described them as 'first class', 'very good', 'great', 'excellent' and 'fantastic'. Two people expressed some dissatisfaction with the promptness of care workers.

All the people told us with the exception of one told us care workers were polite, respectful and upheld their dignity.

People's needs and potential risks to them and care workers were identified before they received a service. People's needs were reviewed at least annually.

The provider had a system in place that as far as reasonably possible ensured they were protected from abuse.

Staff recruitment procedures ensured people suitable to work with vulnerable adults were employed.

There were arrangements in place that ensured there were enough care workers to cover for unplanned absences of colleagues and for changes in circumstances for people who received a service.

Care workers received induction and ongoing training and support to enable them to carry out their work safely.

The provider had arrangements in place to monitor the quality of their service.

23 July 2012

During an inspection in response to concerns

We visited the agency's office and were assisted by the manager of the service. We spoke with two members of staff, visited one person who was receiving a service from the agency and spoke on the phone with five other people receiving a service.

Overall people were very positive about the service they received from the agency. They told us that generally staff attended on time, although they appreciated that on occasion staff could be delayed on previous visits. They told us that the agency did all it could to try and provide the same carers each day and that generally the carers knew how to support them.

People told us that their needs were assessed before a service was provided and that they were involved and received a copy of their care plan.

One person told us, 'The carers are absolutely fabulous and I couldn't do without them'.

The staff we spoke with told us that there was good morale and that workers felt supported. They told us that there sufficient time allocated to them to meet people's needs. They also told us that they were satisfied with the levels of training provided and the support they received from the management.

3 May 2011

During a routine inspection

People and their relatives told us that they are consulted about care they need before the service is provided. They were positive about the staff that provided the care and said that privacy and dignity is respected. People said that there are agreed times for the service to be provided and this is generally kept to, or, they are contacted in advance of changes that are made to the staff who provide the care. We heard of one exception to this.

Providing regular staff has improved relationship building and more effective meeting of peoples' needs. People, relatives and staff told us that care plans are available in homes and are used and are regularly updated.

People and their relatives mostly expressed satisfaction with the consistent care provided and said they were asked if they wanted any other tasks completed. One comment from a relative was that their relative had bonded well with their carer. Another that their relative was happy with the care they received. One person said their agency worker was 'kind' and gave 'emotional support'. One person was not happy about the times of calls or staff changes and was planning to discuss it with the manager. Another said the staff were very kind.

People and their relatives gave us examples of support provided with food, medication, personal care, moving and handling and using equipment which they reported on positively. Attention is given to infection control. Relatives thought that liaison with other services were good.

People and their relatives said that consultation did take place about the service to be provided for individuals and questionnaires had been sent regarding the agency in general. One person did not feel enough consultation had taken place. People and relatives spoken with felt able to raise issues with the agency, had contact details and were generally confident that matters raised would be addressed.

Staff provided us with positive feedback about the recruitment, training, support and monitoring provided by the agency. They were also positive about the organisation of their work allowing time for travel.

We had positive feedback from one social service agency regarding the development of the service and were told that there were no current safeguarding issues with the service.