Archived: Thorncliffe Home Care

People told us the agency was flexible and responsive. One person, the daughter of a service user, told us the care manager was 'Very personable and professional', she told us that changes had been made to the service because the care worker had identified an unmet need for which additional visit time was required. The records were detailed, individualised and up to date, and staff knew about their content. They identified the way people preferred to be cared for and identified where risks were present and how to minimise these.

Staff were recruited using a robust system for making sure appropriate staff were safe to work with vulnerable people. For example each file we viewed contained a completed application form, a contract of employment and references as well as disclosure and barring checks

People were protected from the risks of unsafe or inappropriate care and treatment because accurate and appropriate records were maintained. Staff had a good understanding of how to maintain safe records.

One person told us they had confidence in the care workers and their relative felt safe and relaxed with them and that they had previously had a poor experience with another agency but Thorncliffe Home Care had 'Delivered the service they said they would'. Another person told us they felt there was 'Always two way communication with the agency' and 'We get our main staff and very rarely have others'. No one had any concerns and they all told us the communication in the agency was good. No one suggested any improvements the agency could make.

People who use the service were protected from the risk of abuse, because the provider had taken reasonable steps to identify the possibility of abuse and prevent abuse from happening.