Archived: Thames Homecare Ltd

People using the service felt listened to and reported that they were treated with respect and had their dignity maintained.

People told us the staff turned up on time and 'did what they were meant to'. People had individual support plans which outlined the support to be provided, at what time and how long for. However, people told us that often the staff were rushed and they would benefit from longer appointment times especially over meal times.

There were effective selection and recruitment processes in place, and appropriate checks were undertaken before staff started work.

Staff spoken with told us they felt well supported by the manager of the service. They told us the manager was available over the phone and if needed came to the house of the person using the service to provide further support. Supervision was provided every three months.

There were processes in place for checking the quality of the service provided and people using the service told us the manager came to their home to get their views on the service provided. However, we found that not all these spot checks were formalised and recorded. Therefore we were unable to identify if any concerns had been raised or how they were dealt with.

People who use the service, and their representatives, felt able to make decisions about the care provided and felt involved in the development of their support plans. People told us their independence was promoted as much as possible.

Assessments were undertaken to understand individual support needs and there was effective communication with other health and social care professionals in the planning and delivery of care.

Safeguarding policies and procedures were in place, and staff we spoke with demonstrated they would be able to identify and report any safeguarding concerns.

An induction process was in place and all mandatory training was completed prior to staff starting work. A system of supervision and appraisal had been set up and all staff we spoke to felt well supported by their manager.

A quality checking system was in place, and the service had begun to get the views of people using the service and their representatives.