The Care Quality Commission

Archived: Phoenix Care Services

89b London Road, East Grinstead, West Sussex, RH19 1EQ (01342) 323380

Provided and run by:
Phoenix Care Services Limited

All Inspections

2 December 2013

During a routine inspection

We spoke with two people who used the service and one relative on the telephone. They were all satisfied with the care and support they received and were happy with the way they were treated. One person told us, "I look forward to seeing them so much (staff). They are like family to me". A relative said, "They're always here on time and don't seem rushed at all".

We saw that people's consent was obtained where possible before care and treatment was undertaken. We observed that the care given was safe and appropriate and based on effective care planning and risk assessments. This meant that people's individual needs were met and preferences were taken into account.

People were protected from abuse and cared for in a safe and inclusive environment. We also noted that people were cared for, or supported by, suitably qualified, skilled and experienced staff. In addition, the provider had an effective system to regularly assess and monitor the quality of service that people received.

During a check to make sure that the improvements required had been made

We inspected Phoenix Care Services on 1 November 2012. We found that people were not protected against the risks associated with medicines because there were inconsistent arrangements in place to manage people who self-medicated and for people with as needed (PRN) medicines. Assessment of people's need for support with medicines was not consistently clear.

We did a desk based follow up review of the provider's evidence on 25 April 2013. We found that the provider had implemented new assessment and recording forms. This ensured that there were consistent arrangements in place for the administration of people's medicines.

1 November 2012

During a routine inspection

We spoke with a person using the service and two family members. Attempts to contact additional people using the service were unsuccessful. We were told that Phoenix Care Services provided a high quality of care and people were happy with the staff who supported them. One relative said, "I'm very grateful . . . I couldn't have done without them." Another relative said the service was "absolutely excellent in all aspects." We were told that people were treated with dignity and respect.

We found that people experienced care, treatment and support that met their needs and protected their rights. People told us they were included in the care planning process and staff understood their needs.

We found that people's safety and well-being was safeguarded and people felt that the staff provided care in a safe manner. One family member said they felt their relatives were "100% safe." A person using the service said they felt safe when staff supported them.

We found that staff were appropriately trained and supported to fulfil their role to a good standard. Staff received regular training and supervision to support them in their role.

We found concerns with how people's medication administration needs were assessed, planned, delivered and recorded. Records and plans were inconsistent and unclear. People were not protected against the risks associated with medicines.