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Inspection report

Date of Inspection: 5 July 2012
Date of Publication: 17 September 2012
Inspection Report - DC published 17 September 2012 PDF


Inspection carried out on 5 July 2012

During a themed inspection looking at Domiciliary Care Services

We carried out a themed inspection looking at domiciliary care services. We asked people to tell us what it was like to receive services from this agency as part of a targeted inspection programme of domiciliary care agencies with particular regard to how people's dignity was upheld and how they could make choices about their care. The inspection team was led by a CQC inspector and joined by an Expert by Experience, who has personal experience of using or caring for someone who uses this type of service.

We visited three people in their own home as part of this review and we also spoke with a relative who called into the agency office while we were there. The purpose of our discussions with people, and their relatives, was to find out about their experiences of the support they had received. We spoke with four senior staff and one care worker during our visit to the agency office. We met one care worker during our visits to people who received a service. We also spoke with 15 people who received a service from this agency over the telephone.

People praised the service they received. Comments included �Very, very good�, and �They went the second mile�.

People told us their care was personalised to suit their individual preferences and choices. Their care workers understood their individual health and personal care needs and the way they wanted the tasks to be carried out. They assured us that personal care tasks were carried out in a dignified and private manner. Their care plans had been drawn up in consultation with them and had been regularly reviewed. The agency had asked people the names they preferred to be known by.

People said that care workers always arrived on time, or very close to the time they were expected to arrive. They told us they had good communication with the provider and all members of the agency office, and they would have no hesitation in ringing the office if they had any concerns.

Care and treatment was planned and delivered in a way that ensured people's safety. We heard examples where care workers had checked regularly for signs of health problems and had acted immediately to notify relevant health professionals when concerns were noted. We also saw evidence of this in the records of the care provided on each visit. Relatives told us this gave them confidence that they could go out, or carry on with other things they needed to do, safe in the knowledge that their loved ones were being cared for by competent care workers. Comments included �I can count on them.�