Archived: Friends at Home Sutton

People were satisfied with their care and treatment. One person told us, "They look after me very well." Another person told us, "The carers are very good." People told us they usually had the same carers and that the carers arrived on time and knew what their care needs were. One person said of her carer, "X knows what help I need and how I like things to be done."

We found there were effective recruitment procedures in place and that appropriate checks were conducted on staff. People were cared for by staff who were supported to deliver care and treatment safely and to an appropriate standard.

However, we remain concerned the provider did not have effective systems to regularly assess and monitor the quality of service that people receive and the provider did not have effective systems in place to identify, assess and manage risks to the health, safety and welfare of people who use the service and others.

People were complimentary about the carers and the care they delivered. One person told us, "I can't fault the carers, I couldn't do without them. Another person told us, "they are very good." However we were concerned that care and treatment was not always planned and delivered in a way that was intended to ensure people's safety and welfare. We found that people's needs were not adequately assessed.

We found 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.

Appropriate checks were not carried out before staff began to work with people. Staff were not required to provide proof of their identity and their right to work in the United Kingdom and there was not a system in place to check staff member's fitness to work. Staff did not receive regular training, supervision or appraisal.

We found the provider did not have effective systems in place to assess and monitor the quality of service that people receive.