The Care Quality Commission

Archived: Carewatch (Wyre Forest)

2nd Floor, 6 Lower Mill Street, Kidderminster, West Midlands, DY11 6UU

Provided and run by:
Premier Care (Midlands) Limited

Important: This service is now registered at a different address - see new profile

All Inspections

28 May 2013

During a routine inspection

This agency provided care for adults in their own homes. During this inspection we spoke on the telephone with eight people who used the agency and six relatives. We spoke with the registered manager, the care coordinator, two senior staff and three care staff at the agency office.

People we spoke with were complimentary about the care and support that they received. One person said the agency was: 'Well organised and I am very pleased with the service. They are really nice girls; compassionate, kind and helpful". People told us that they felt involved in any decisions that needed to be made about their care and these were made in their best interests.

We found that proper steps had been taken to ensure that individualised care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare. One person said: 'I chose the times I wanted them to come; they complied with what I wanted. They come on time, leave on time, it is very good and very efficient'.

Staff had been recruited in an appropriate way and checks had been undertaken to ensure that they were suitable to care for vulnerable people.

The provider had systems of audit in place to enable them to monitor the quality of the service provided to ensure that people received appropriate care and treatment.

2 October 2012

During a routine inspection

We inspected the agency office and spoke on the telephone with four people who used the agency and one relative. We found that people were able to express their views and had been involved in making decisions about their care and treatment.

People were complimentary about the care and support that they received. People said they were 'Very pleased with the agency', 'Excellent, I can't fault them', 'By and large very acceptable', 'I am satisfied with the care'. This meant that people felt the agency were meeting their individual needs.

We found that people who used the agency were protected from the risk of abuse.

People were cared for by staff who were supported to deliver care and treatment to an appropriate standard.

We found that the provider needed to improve how they monitored the quality of their service. Accurate records about people's care were not being maintained. This placed people at risk of receiving inappropriate care and treatment.

31 October 2011

During an inspection looking at part of the service

We visited the agency office and spoke with people over the telephone that used the agency as well as a relative of one person who used the service. We talked to people about their experience of the care and service they received from the agency. People told us they had 'no complaints about the care', 'I have no problem with any of the care they give me'. You 'can't fault any of the actual carers'. They told us that the attitude of the staff towards them was 'brilliant' and that it 'could not be better with all care staff we have had'. They said that they had 'no cause to complain about any of the staff'. One person told us they had recently had a new care worker and they told us that the care worker was 'very good'.

People told us that the staff always stayed with them for the allocated length of time. One person told us that the care worker 'does sometimes come early, but we always know when she is coming'. People expressed their concern about the management and coordination of the staff rota, particularly at weekends. They said that 'weekends are worse and we often do not know who is coming and what time'. It is 'a bit erratic at weekends'. The agency 'could be improved by letting us know who is coming and what time'. People said that 'at weekends there is lots of changing' and that they were 'not contacted to enable them to coordinate the changes'. They 'need to be given notice of any changes and consistency' of care workers and call times seven days a week.

People who use the service said that the agency had discussed their care plan with them and that they had agreed to the content. They told us that the care workers carried out the care as stated in their care plan.

People said that they did not have any problems contacting the agency 'out of hours'. They told us that they had received a survey from the agency asking about the quality of the service, and that they felt able to contact the agency if they had any concerns. One person told us that the 'agency listen to my concerns but whether they do anything about it, is another question'.

We found that management systems and practice needs to be further improved to ensure that the quality of care experienced by the people using the service is better and more effective.

30 June and 5 July 2011

During a routine inspection

We visited and spoke with people who use the agency as well as two relatives of these people. We talked to people about their experience of the care and service they received from the agency. We asked people if the staff were punctual and they told us they 'don't keep to the times in the mornings'. At 'midday they could turn up anytime'. They 'do not come on time'; you 'can't rely on them to be here at a certain time'. They come 'either early or late'.

People told us the care staff were polite and respectful towards them and were kind and respected their dignity whilst assisting them with personal care. One person told us they were 'asked what she wanted to wear' each day. People told us the service received from the agency 'has improved in the last few months'.

We talked to people about the quality of the care they experienced and one person told us 'they do not do what they are supposed to do', and 'do not stay for the allocated length of time'. Two people commented on the quality of how the care staff made their beds, they said they 'do not make the bed properly'; they 'don't make the bed very well'.

People told us the staff 'are fine'; they 'always have a chat'. 'I have four good ones'. 'Most of them are very good'. 'Some are good'. 'Some could be a bit more pleasant than others'. 'Staff are generally alright'. They said they 'have three to four carers that are quite nice'.

We asked people if they felt safe and secure when receiving care and people told us the 'staff are polite and are kind', they were 'not worried at all'. One person told us staff had never been unkind to them and 'if they had she would have complained'.