Archived: Springbok Care Agency Ltd

At the time of our inspection the agency was providing care and support to 10 people. We spoke with two of them in order to understand the service from their point of view. We looked at records and files. We also spoke with the manager and three members of staff.

We used this inspection to answer our five questions. Is the service safe, is it effective, is it caring, is it responsive and is it well led?

This is a summary of what people told us and what we found. If you wish to see the evidence supporting our summary please read the full report

Is the Service Safe

People we spoke with said they were satisfied with the standard of care and support they received from the agency. Everyone told us they felt safe with the people who provided care for them. One person who used the service told us, 'I am happy with the staff who come to support me'. Another person said' I am always treated with dignity and respect'.

We found the service had systems in place to ensure people were protected from abuse, or the risk of abuse. Staff had an understanding of safeguarding issues and how to report abuse or allegations of abuse.

CQC monitors the operation of the Mental Capacity Act 2005. The manager told us that all of the people they supported had full capacity to make their own decisions. We spoke with the manager regarding this issue and they had a good understanding of the Mental Capacity Act 2005 and their responsibilities.

Is the service effective

People who used the service told us that they were satisfied with the care and support they received. People told us that they had a good relationship with their carer. They told us if they needed any help or support all they had to do was ask and their carer would respond accordingly. People said that the service worked well for them and met their needs.

Is the Service Caring

People who used the service told us support was provided in a caring way. They said staff were patient and encouraging when they supported them and that they got on well with their live in carer.

Staff we spoke with said they enjoyed their role and were motivated to provide high quality care. They were aware of people's needs and how they preferred to have their care and support delivered.

Is the service Responsive

People's care plans took into account information about their needs and preferences. All of the people who received a service were able to communicate their needs to their carer. People we spoke with said staff responded to any requests for support and assistance. One person told us 'I do not have a set routine, my wishes and needs change throughout the day and the staff always respond to my requests for help or support.

Is the service well- led

Systems were in place to regularly assess and monitor the quality of the service provided. Risks were assessed and appropriate action plans were in place. There were processes in place to review and learn from incidents, accidents and complaints

People we spoke with told us they were contacted regularly to check the service was working well for them. One person told us 'If I had any problems I would speak with my carer or I would go direct to the manager who would sort out any problems.

Staff we spoke with told us they were well supported by Springbok Care Agency Ltd. They told us training was good and they received regular supervision and support. Staff said if they had any concerns or problems they could contact the agency at anytime for advice and support.