Archived: Jays Homecare Limited

We looked at the care records for four people using the service and found that improvements had been made in relation to completion of their care records.

We found staff training records were maintained and certificates of training were held within their personal files.

We saw that medicines audits had taken place and these were recorded and medicines risk assessments had been undertaken.

We also saw that improvements had been made to the satisfaction survey process which protected peoples anonymity when responding to the survey.

Below is the summary of what we found but if you want to see the evidence supporting our summary please read our full report. The summary is based on speaking with people who used the service, the staff supporting them, our observations and from looking at records.

Is the service safe?

People told us they were treated with dignity and their rights were respected. One person said, 'They are reliable and considerate.' Another said, 'They are polite, kind and seem very well trained.'

Risk assessments had been completed for every person they provided a service for to make sure the environment was safe for staff to work in and equipment was safe to use.

However, people were not fully protected from the risks of unsafe or inappropriate care and treatment because accurate and appropriate records were not always maintained.

Rotas were planned to suit the needs of the people who used the service. Staff and the Manager told us they could be flexible in arranging and re-arranging times to suit people who used the service.

There were effective systems in place to reduce the risk and spread of infection. People who used the service said staff wore gloves and aprons when attending to their personal care needs. They also said staff washed their hands properly.

We found there were systems in place to make sure people who used the service received their medication safely.

Is the service effective?

People's health and care needs had been assessed and care plans were in place. We saw people who used the service or their relative were involved in the drawing up of the care plans and had signed documentation to this effect.

Is the service caring?

People who used the service told us they were happy with the care and support received. They said the standards of care provided were high. Their comments included:

'They are kindness itself.'

'We are very pleased with everything, very reliable.'

Staff demonstrated a good knowledge of people's care, support needs and routines. They could describe individual care needs provided for people who used the service. It was clear they knew people well and genuinely cared for people and their welfare.

Is the service responsive?

People who used the service told us they knew how to complain or raise concerns if they had any.

Others told us the service was responsive and flexible to their needs, for example, changing call times if they had appointments to attend.

Is the service well led?

Overall, the provider had an effective system to regularly assess and monitor the quality of service that people received.

The Provider sent out annual satisfaction surveys for people who used the service. We looked at the results of the most recent surveys and saw there was a high degree of satisfaction with the service. All the feedback records we looked at showed people were happy with the service.

Staff said they felt the service was well managed and the Registered Manager was approachable. They said they had confidence in the Manager and that any issues brought to her attention were always dealt with properly and thoroughly. One said, 'She is a good manager, her main concern is the clients, she really cares, listens and tries to be fair to all.'

We spoke with two people about how the care workers supported them with their medication. Both were happy with the help they received and thought that they got the level of help that they needed.

'They always ask what you want them to do, so polite.'

'I always feel included in everything that's going on.'

'I am very happy with how I am treated, no complaints.'

'They treat Dad very well, always so chatty and nice with him.'

We spoke with seven members of staff, this included the Registered Manager. Staff said the service was well managed and gave examples of how they met people's needs well and with dignity.

We did however, find that people were not fully protected against the risks associated with medicines because the provider did not have appropriate arrangements in place to manage medicines, which could lead to people's needs being missed or overlooked.

People who used the service spoke highly of the staff and said they were treated well. Their comments included:

'They are polite, friendly and clearly well trained.'

'They do a proper job these staff, very thorough with everything.'

Overall, the provider had an effective system to regularly assess and monitor the quality of service that people received.