Archived: Benchill Road

One inspector carried out this inspection, and afterwards telephoned the relative of one person receiving the service.

We talked with three staff, with the registered manager and with the director who is closely involved in running the business.

We looked at care files, staff files and other records.

We considered all the evidence we had gathered and used it to answer five key questions:

Is the service safe?

Is the service effective?

Is the service caring?

Is the service responsive?

Is the service well led?

This is a summary of what we found. The evidence supporting these findings can be found under our judgements for each standard.

Is the service safe?

All the information we gained about people using the service suggested that they were happy with the service provided and felt safe with the carers. One relative had said: "It's also nice for [my relative] to see the same faces as this doesn't mix [my relative] up so much."

The staff we spoke with were trained in safe handling techniques and the safe administration of medicines. They knew what signs of abuse to look out for, and told us they would immediately report any evidence or suspicion of abuse. Two recent safeguarding concerns had been reported to the local authority, but should have been reported also to the Care Quality Commission.

Is the service effective?

Clients had sent in letters and replied to questionnaires, saying that they were pleased with the service and it was meeting their needs. The staff rota system was working effectively so there had been only one missed call recently. Because staff had regular rotas they usually arrived on time. Clients expressed satisfaction that they had the same carers.

Is the service caring?

Staff we met talked about their clients affectionately. Clients stated that they felt well cared for. One relative wrote: "You have certainly got the AAA team. Thank you ... for being so caring and professional."

Another person who had very recently ceased receiving care wrote: "I have found all of your carers to be very helpful and caring, and willing to do whatever is asked of them."

Is the service responsive?

Following a comment in a questionnaire returned by a client, the manager wrote a letter to the carer about a particular detail of that client's care, ensuring that the client's wishes would be met. The relative of another client told us that they had raised an issue about personal care with the manager, and since then the issue was resolved. They said: "If there's ever a problem I can talk to the manager."

The manager and the director frequently visited the clients and asked how the care was going, and were then able to create improvements where possible.

Is the service well led?

The registered manager and the director worked closely together and as a team. They shared the running of the business which meant that they monitored each other's performance. They had recently appointed a senior carer which would enable them to delegate responsibility as and when the business grew.

There was effective use of technology to create the staff weekly rota. There had been a questionnaire to assess the satisfaction of clients, and there was due to be another.

One staff member said: "I've no concerns about the way we're managed. They take on board your concerns. They genuinely care about people."

We found each care file contained a medication agreement form detailing the service to be provided and included details of who was responsible for obtaining medication and where medication was stored within peoples' homes.

Clear instructions to staff were available on how medications should be administered and included guidance on eye drops, nasal sprays, using an inhaler and creams and ointments.

We looked at individual medication administration records (MAR) of people who used the service and found that these had been fully completed.

We found care needs were reviewed every three months or as required.

One relative told us; "It's a weight of my mind to know X is getting such good care. Another relative said "I'm very pleased, I think they are great, I would certainly recommend them."

Staff we spoke to were able to demonstrate a good understanding of safeguarding concerns and what action to take.

We found evidence that medicines, once administered were not correctly recorded. We also found the provider's medicines policy did not in any way reflect the services they offered or provided suitable guidance to staff.

Audits of medicines handling and record keeping were not undertaken by the service.

We saw staff had been safely and effectively recruited.

One member of staff told us; "'The management are very supportive and always available for advice at anytime.'

People were provided with the opportunity to express their views and concerns about the service. We looked at quality assurance questionnaires completed by people who used the service.

We looked at some complimentary comments where one person had written; "Thank you so much for all the care and understanding.'