Archived: Prime Care Agency Limited

At our previous visit we found the service did not have accurate and appropriate records about each person using the service. At this visit we found care plans clearly described people's needs. Care records were kept in a consistent and logical order. Care workers told us care plans reflected people's needs and were up to date.

The service had an appropriate policy for minimising infection risks. Staff were well equipped. We spoke with four people receiving a service. They said work was done in a hygienic way.

Staff were in date with their training. Some had received additional training, in end of life care, dementia care and working with mental health issues. Staff were supervised by quarterly spot checks. These enabled management to monitor how well care workers were delivering care in line with their training and people's care plans.

People told us staff were quick to advise if they thought a GP or other medical referral was indicated. A mental health social worker said staff were skilled in understanding and motivating people with mental health needs, which reduced the need for hospital admissions.

People said staff were reliable in arriving when expected, and office based staff were helpful in addressing queries or requests for change of visit times. People felt safe in the way care was delivered and their homes respected.

Recruitment records showed that all required checks were undertaken before staff began work. All new staff were required to shadow experienced care workers before visiting people on their own. Care workers knew about the provider's whistle blowing policy and their responsibilities to use it if necessary.

We saw that people were confident to bring issues to the service's attention and that they were resolved appropriately. However, the service's complaints procedure was not followed; matters of dissatisfaction were not identified and recorded as complaints.

Care plans were in place for all people who received a service but there was no evidence that they were kept up to date. For example, after returns from hospital admissions, two people had not had reviews of their care needs. Basic records about people, such as brief medical histories, were incomplete.