Archived: Forget Me Not Home Services Limited

This is a summary of what we found;

Is the service safe?

We saw staff were issued with identity cards so people knew who they were and who they worked for. People confirmed that staff wore them when they visited. They also told us that they were sent a weekly list so they knew which member of staff would be arriving. One person told us, 'I like to know who is coming in advance.' A person's relative commented that, 'Very rarely has there been any change, 99 percent of the time it is the person named on the list.'

There were sufficient staff, with the right skills to provide the required level of support. People told us that staff never missed a visit and stayed the agreed length of time.

The premises used by the provider was suitable for running a small domiciliary service.

We found that the service was not following safe recruitment procedures. This was because they had not carried out appropriate checks to ensure the applicant was of good character. A compliance action has been set in relation to this and the provider must tell us how they plan to improve.

We found improvements in the record keeping and support people were given with their medication. We found that people were provided with their medication in a safe manner.

We found improvements in the information held in people's care plans. We saw detailed risk assessments and staff were given guidance to ensure people's safety.

Is the service effective?

People told us that they felt that they were provided with a service that met their needs. They told us that they would recommend the service to others. One person told us, 'They (staff) have been a God send, I cannot praise them enough.'

People told us that they were supported by the same core group of staff which promoted continuity of care. One person's relative told us that they felt the care which had been provided had, 'Played a major part,' in their next of kin, 'Looking so fit and well.'

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.

Is the service caring?

People were supported by kind and attentive staff. People told us that they never felt rushed. One person told us, 'Staff are just so professional and caring.' Another person told us, 'It is nice to have somebody to talk to.'

Is the service responsive?

People's preferences and choices were taken in to account and listened to.

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

Is the service well-led?

People who used the service, their relatives and staff employed by the service who we spoke with, felt the service was well-led. This was because they felt the registered manager / provider was committed to providing a quality service. They felt that they respected the people who used and worked for the service. This was because they listened and acted on what they said.

We found that care and support records were not sufficiently detailed to encourage consistent care from staff. Medicines management needed to be improved in order to protect people receiving the service. Although staff told us that they felt well supported, their training and supervision was not provided in a consistent way. The service did not have any systems in place to monitor the quality of the services provided.