You are here

The provider of this service changed - see old profile

All reports

Inspection report

Date of Inspection: 28 April and 6 May 2014
Date of Publication: 30 May 2014
Inspection Report published 30 May 2014 PDF | 82.2 KB

Overview

Inspection carried out on 28 April and 6 May 2014

During a routine inspection

The inspection team was made up of one inspector. They visited the service, spoke with staff and people who used the service or their relatives. They answered our five questions; is the service caring? Is the service responsive? Is the service safe? Is the service effective? Is the service well led?

Is the service caring?

People were supported by kind and attentive staff. Staff we spoke with demonstrated a good knowledge and understanding of the people they supported. People who used the service said, "They really are brilliant, I don't have a bad word to say about them" and "They are really pleasant, in fact they are super."

Is the service responsive to people's needs?

People's care and support needs had been assessed and care plans developed that detailed the care and support that people needed. People who used the service told us that they had been involved in the assessment process. They said, "They asked me what I needed, what I could do for myself and what I wanted support with. They were very good." Staff told us that the management team were responsive to changes in people's needs. They said, "When I told them I felt I needed additional support to ensure I delivered safe care I got it. They speak with the client and respond immediately and then carry out a reassessment as soon as possible”. Another member of staff said, "It is not just a business to them, they really do care."

Is the service safe?

We saw that the service carried out a number of risk assessments to ensure the safety of people who used the service and staff. We saw that there were generic risk assessments considering potential hazards in the home environment. There were also person specific risk assessments such as pressure damage and skin integrity. Care records were up to date and captured the current needs of the people who used the service. Staff we spoke with told us that they had received appropriate training to enable them to deliver support safely. People who used the service told us that they felt safe and comfortable with staff.

We saw that there was a consistent group of staff employed and deployed to deliver care and support. The management team oversaw the rota. People's needs were taken into account when making decisions about the numbers, qualifications, skills and experience required. This helped to ensure that people's needs were always met safely and effectively.

Is the service effective?

People who used the service told us that they were very happy with the service and that they had no concerns or issues. They told us, "I am very happy with them" and "Very happy, would not have kept them on as long as I have if I was dissatisfied."

We saw that the service had systems in place to monitor calls to ensure that no late or missed calls occurred. We spoke to people who used the service. These people told us that they had never experienced a late or missed call.

Is the service well led?

The service had mechanisms for identifying and addressing areas for improvement throughout the service. We saw that the management team had implemented changes to a number of systems, such as handover and medication auditing. People who used the service told us that they found all staff to be very approachable. One person said, "If I had any concerns, anything at all I would not hesitate to raise it with them."