Archived: Company & Care

The inspection team consisted of one adult social care CQC inspector. On the day of our inspection 50 people used the agency. We visited three people who use the agency in their homes and asked them about the care they received. We also spoke with three people's relatives, five care workers, the registered manager and provider.

We observed how staff supported people and looked at documents including care plans, training records and management reports. We considered how the service met key outcomes, including delivering people's care, keeping people safe from abuse, recruiting and supporting staff and monitoring the quality of care provision.

We considered our inspection findings to answer questions we always ask:

Is the service caring?

Is the service responsive?

Is the service safe?

Is the service effective?

Is the service well led?

Below is a summary of what we found. If you want to see the evidence supporting our summary please read the full report.

Is the service safe?

We found that the agency was delivering safe care. People received the care and support they required to meet their needs and keep them safe. Risk assessments were in place to ensure care workers knew how to manage people's individual risks. Care workers had received appropriate training to deliver people's care safely. There was a system in place to reviewing safety incidents and audit performance across the agency, to help identify any themes, trends or lessons to be learnt. The service followed safe recruitment practices and undertook the required checks to ensure that care workers were suitable to work with vulnerable people.

Is the service effective?

We found that the agency was delivering effective care. People told us and the agency's satisfaction survey showed that people were happy with the care that had been delivered and their needs had been met. Care workers could describe how they would support people in line with their care plans and relevant professional guidance. People were assured that their care would be delivered. People and relatives confirmed that care visits were never missed.

Is the service caring?

We found that care workers were caring towards the people they supported. Relatives and people who use the service consistently spoke of care workers treating them with consideration and kindness. One relative we spoke with told us 'Staff are very kind and friendly to my loved one'. Treating all people with dignity and respect formed part of the agency's core values in service delivery. These values had been affirmed during care worker's induction training.

Is the service responsive?

The agency responded appropriately to people's changing needs. Records showed that care workers informed senior staff of any changes in a timely manner. The agency liaised with medical and other professionals to ensure people's changing needs were met. People and relatives told us that they knew how to raise concerns with the agency. They said they always felt that they were listened to and that adjustments had been made to accommodate their requests.

Is the service well-led?

We found that the agency was well-led. The provider had systems in place to monitor the risk and quality of the service provided. People and care worker's views about the service were sought and improvements were made following feedback. The registered manager knew the staff and people using the services well. Care workers and people we spoke with were confident in the manager's leadership.