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Archived: Friends Care Limited Also known as Sure Care East Kent

This service is now registered at a different address - see new profile

Reports


Inspection carried out on 30 July 2014

During an inspection to make sure that the improvements required had been made

During our visit of 25 April 2014 we found that there was no staff training programme in place to train staff. Staff did not receive training so that they could identify potential abuse and so help to prevent it reoccurring. There were also not effective systems in place to identify and address any shortfalls in the service. The agency sent us information on 30 May 2014, which set out the plan of action that would take to improve the service.

At our inspection on 30 July 2014 we found that all staff who were employed by the service, had undertaken a range of training, including training in how to safeguard vulnerable adults. There were systems in place to ensure that all new staff received induction training and that staff’s training was refreshed on a regular basis.

There were systems in place to ensure that care plans were reviewed regularly, that staff training and supervision was kept up to date and that staff skills were kept under review. The views of people who used the service were regularly sought through telephone questionnaires, home visits and via an external website.

Inspection carried out on 24 April 2014

During a routine inspection

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.