The agency manager named at the start of this report had left the service at the time of our inspection. A new manager had been appointed and they had submitted an application to the be registered with The Commission. 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?
Safeguarding procedures were not robust as the agency did not have access to local safeguarding procedures and staff had not received training in how to safeguard the people they supported. We have asked the provider to tell us what they are going to do to meet the requirements of the law in relation to safeguarding people.
People were treated with dignity and respect because staff understood how to apply these principles.
Recruitment practice was being developed to ensure that it was safe and thorough.
Is the service effective?
Staff had not received induction or mandatory training to meet the needs of the people using the agency. We have asked the provider to tell us what they are going to do to meet the requirements of the law in relation to inducting and training staff.
People's health and care needs had been assessed with them and they were involved in writing their plans of care. Care plans had been regularly reviewed.
Relatives told us and staff demonstrated that they had a good understanding of the people's care and support needs and that they knew them well. Staff had not received training to meet the needs of the people being supported by the service.
Is the service caring?
The agency manager demonstrated that she understood how to provide person centred services for people in the community. People were supported by staff who cared for their well-being.
People's preferences, aspirations and individual needs had been recorded and care and support had been provided in accordance with people's' wishes.
Is the service responsive?
Relatives said that their concerns were listened to and acted upon. The agency was developing an easy read complaints policy to help people who used the service to understand how to make a complaint.
Is the service well-led?
The agency had been operating since December 2014, but had only identified in April 2014 that there were a number of shortfalls in the service. These included staff not receiving any training or induction before they started to provide care for people in the community and not receiving training in how to safeguard vulnerable adults. We have asked the provider to tell us what they are going to do to meet the requirements of the law in relation to monitoring the quality of the service.
Staff said that the management team were approachable.
Systems were being developed to ask people who used the service and their representatives for their views about the service.