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Archived: Hales Group Limited - Ipswich

The Hub Business Centre, Office 25, Hubbard Way, 2 Civic Drive, Ipswich, Suffolk, IP1 2QA (01473) 381415

Provided and run by:
Hales Group Limited

All Inspections

7 April 2014

During a routine inspection

At the time of our inspection there were 30 people using the service. We spoke with five people who used the service, two people's relatives, the registered manager, a member of the office staff and four care workers. We looked at six people's care records. Other records viewed included staff training and personnel records, policies and procedures, complaints and satisfaction questionnaires completed by the people who used the service. We considered our inspection findings to answer questions we always ask; 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;

Is the service safe?

When we arrived at the service a staff member asked to see our identification. This meant that the appropriate action was taken to ensure that the confidentiality of people who used the service was protected from others who did not have the right to access their records.

People were supported with their medication in a safe manner which met their needs.

We looked at the visit schedules for people who used the service. The registered manager told us that these were sent to them in advance each week. This meant that people were aware of the care workers who were due to visit them. Care workers were provided with identification badges which ensured that people did not admit others into their home who did not work for the service.

Care workers told us that they had been provided with training in safeguarding vulnerable adults from abuse and were aware of the actions they would take if they were concerned about a person's safety. We saw that the care workers were provided with training in safeguarding vulnerable adults from abuse, Mental Capacity Act (MCA) 2005 and Deprivation of Liberty Safeguards (DoLS). We also looked at the provider's policies and procedures. This meant that care workers were provided with the information that they needed to ensure that people were safeguarded.

Is the service effective?

People told us that they were happy with the service and that their needs were met. One person said, "I am very happy, they (care workers) always ask what I need doing." Another person said, "They are brilliant, I can't praise them enough."

People's care records showed that care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare. The records were regularly reviewed and updated which meant that care workers were provided with up to date information about how people's needs were to be met.

The registered manager told us that there were sufficient care worker numbers to cover all planned visits. The registered manager told us that there had been one missed call since the service started and explained that actions were taken to ensure that this did not happen again. People and people's relatives we spoke with told us that there were no instances of missed calls. One person's relative said, "They always turn up." One person said, "They have never let me down."

We looked at the care worker rotas. These showed us that they visited a regular group of people which provided them with a consistent service. This was confirmed by the people we spoke with.

Is the service caring?

People told us that the care workers and office staff treated them with respect. One person said, "We get on like a house on fire." Another person said, "They (care workers) are always polite and respectful."

People using the service completed satisfaction questionnaires. Where shortfalls or concerns were raised these were addressed.

Is the service responsive?

People told us that they knew how to make a complaint if they were unhappy. One person said, "I have no complaints." Another person said, "I've got a book here (at their home) about how to complain, but don't need to." We saw that where people had raised concerns appropriate action had been taken to address them.

People's care records showed that where concerns about their wellbeing had been identified the care workers had taken appropriate action to ensure that people were provided with the support they needed. This included seeking support and guidance from health care professionals, including a doctor and district nurse.

Is the service well-led?

The service had a quality assurance system and records seen by us showed that identified shortfalls were addressed promptly. As a result the quality of the service was continuingly improving.