Archived: 60 Teesdale Road

Below is a summary of what we found. The summary describes what we observed and the records we looked at. If you want to see the evidence that supports our summary please read the full report.

Is the service safe?

We found the provider had appropriate recruitment procedures in place. We saw all necessary Disclosure Barring Service (DBS) checks had been undertaken before new employees could commence work. Risk assessments were in place for staff who were awaiting their DBS to be obtained. This meant people's welfare and safety was not comprised. A review of financial documentations showed no financial irregularities.

This meant the service was safe.

Is the service well led?

The service had appropriate financial resources. This enabled it to continue to provide care and support to people using its service. We saw there were suitable indemnity arrangements in place and we saw evidence payments were up to date. This ensured the service was able to cover potential liabilities, arising from death, injury or other causes, loss or damage to property, and other financial risks.

This meant the service was well led.

Below is a summary of what we found. The detailed evidence supporting our summary can be read in our full report.

Is the service safe?

People told us staff protected their dignity. We heard various comments such as, 'They (staff) wash and dress X in privacy', 'When they carry out personal care tasks, it's always in private and in a dignified way' and 'If I am showering staff will turn around and give me space. They speak to me respectfully.'

Care and treatment was planned and delivered in a way that intended to ensure people's safety and welfare. One care plan recorded a person used crutches when walking inside and outside of their property. The records stated care workers must assist the person when they are walking outside of their property. This demonstrated the service ensured the welfare and safety of people who used the service.

People told us they felt safe and knew what to do if they had concerns. One person explained what the manager had advised them to do if they had concerns, 'If I have a problem with any carers, to contact her and If I had any problems with her to contact social services. I have no problems with the service.' Another person told us, 'I would contact social services' and another person commented, 'If I have any concerns I can communicate them to the manager.' This showed people who used the service were aware of how to raise concerns of abuse.

Is the service effective?

People's needs were assessed and care and treatment was planned and delivered in line with their individual care plan. Care plans showed 'enquiry forms' which captured information to establish people's care and support needs. These captured names and contact details of referrers or next of kin; general practitioner (GP) contact information; other agencies involved in peoples' care and preliminary requirements for care. For example, days and times care was required and the number of carers needed. People were asked a series of questions such as what tasks people considered difficult to complete on their own. One person told us, 'The service asked the right questions and from that was able to put in the right care package that met my individual needs. Because of this I have a better quality of life. This meant the service assessed the needs of people before they began to use the service.

The staff we spoke with demonstrated a good understanding of the care needs of the people they supported. One staff member commented, 'I have developed good working relationships with people and that enables me to be aware of changes in their care needs. I will then pass this information onto my manager who would undertake a review of the people's care needs.' This was supported by the care records reviewed. For example we saw an amendment made to an individual's care plan dated 10 January 2014. Staff were instructed to prompt the person to shower in the mornings. This showed plans of care was regularly reviewed and changed if found ineffective.

The service provided training to enable staff to gain the skills to care for the people they looked after. One staff commented, 'Any course I want to go on, I speak to my manager who will book me on to it.' Another staff member told us, 'I was interested in a particular course my manager looked it up and arranged for me to attend it.' This meant, staff were able, from time to time, to obtain further relevant qualifications.

Is it caring?

People expressed their thoughts about the service. We heard comments such as, 'They care enough to treat X the way they wanted to be treated themselves' and 'They seem to be caring.'

We visited one person in their home. We saw positive interaction between the person and the staff member. The staff member listened attentively to what the person said and only supported the person with various tasks when requested to. This meant the service upheld and maintained the privacy, dignity and independence of people who used the service.

Is it responsive?

People told us they were able to express their views and were involved in making decisions about their care and treatment. One person commented, 'I am involved in everything in regards to my care. From what food I want to if I want a shower. Every decision is up to me. I am not pressurised to do anything I don't want to.' Another person told us, 'They (staff) interact with X positively and her views are taken into account.' Another person commented, 'They do what X wants.' This was confirmed in the care plans reviewed.

We reviewed four care plans. Care records showed care was developed to meet people's individual needs and reflected their preferences. For example, in one care plan a person had previously broken their left hand. Staff were instructed to assist in the preparation of their meals with the aim for the person to be able to prepare, serve and consume their food independently. It was noted the person preferred a hot cup of coffee with two sugars. Another care plan recorded a person wanted female carers, we saw female carers were assigned to provide care to them. This showed the care delivered reflected people's needs and preferences.

Is it well-led?

People who used the service, their representatives and staff were asked for their views about their care and treatment and they were acted on. The manager told us they undertook monthly well-being telephone checks. This recorded dates the checks were carried out, people's names, telephone numbers and their comments. We read comments such as, 'This is a very nice start to the morning' and 'No complaints, very pleased with X (staff).' We looked at a completed 'quality monitoring questionnaire' dated December 2013. These captured the views of people on various aspects of the service. For example, one person commented they thought the service provided was, 'Good, staff communicates well, really friendly people.' Another person stated they were, 'Satisfied with everyone that cared for them so far.' This showed the service regularly sought the views of people who used the service.