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Inspection Summary

Overall summary & rating


Updated 22 December 2016

Phoenix Care Services is a domiciliary care agency that provides care and support to adults in their own homes. At the time of inspection, 32 people used the service. The service provided support for people in tasks such as cooking, shopping, general domestic tasks and personal care.

People who receive a service include those living physical frailty or memory loss due to the progression of age. The agency also provides services to people living with dementia and people with mental health needs.

The service had a registered manager, who was present on the day of the inspection visit. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act and associated Regulations about how the service is run.

People were protected from avoidable harm. We saw that staff received training in safeguarding adults and were able to demonstrate that they knew the procedures to follow should they have any concerns.

There were sufficient staff to keep people safe and to ensure that visits were completed within the agreed times. There was robust recruitment procedures in place to ensure that staff were safe to work with vulnerable people.

Staff had written guidance about risks to people health and safety and how to manage these. Risk assessments were in place for a variety of tasks like personal care, activities and the environment and were updated frequently.

People's human rights were protected as the registered manager ensured that the requirements of the Mental Capacity Act 2005 was followed. Staff assumed people had capacity to make decisions regarding their care, unless documentation was available to provide information that they do not.

People were happy with the support they received for example personal care and meal preparation. Changes in people's health care needs and their support was reviewed when required. If people required input from other healthcare professionals, this was arranged for them by staff.

People were supported by staff to maintain and improve their health and well-being. Staff supported people to have regular access to health and social care professionals.

Staff were trained and had sufficient skills and knowledge to support people effectively. There was a training programme in place and training to meet people's needs. Staff received regular supervision.

Positive and caring relationships had been established between people who received care, their families and the staff. We were told by people and their families that the staff interacted with people in a kind and caring manner.

People, their families, staff and other professionals were involved in planning people's care. We saw that people's choices and views were respected by staff. People's privacy and dignity was respected.

People received a personalised responsive service. Staff ensured that they supported people in ways that was their preferences and wishes and they were adhered to. People were supported by staff to maintain or to develop their daily living skills to promote their independence.

The care plans were person centred and contained clear, detailed information telling staff what support people wanted and how they wanted it.

The service was well led. The service listened to people, their families, staff and Social and Health professional’s views. The management welcomed feedback from people and acted upon this if necessary. The registered manager actively sought, encouraged and supported people's involvement in the improvement of the service by asking them to provide feedback formally by completing an annual quality check or informally during visits or telephone conversations. There were robust procedures in place to monitor, evaluate and improve the quality of care the service provided. The registered manager was passiona

Inspection areas



Updated 22 December 2016

The service was safe.

Staff understood and recognised what abuse was and knew how to report it if this was required.

There were enough staff to meet the needs of people. The service completed full recruitment checks to make sure that staff were suitable before they started work.

Where the service administered medicines this was done safely and people received their medicines when they should. People told us that the staff ensure that their medicines were stored and disposed of safely.

Risks were assessed and managed; individual risk assessments provided clear information and guidance to staff.



Updated 22 December 2016

The service was effective.

People confirmed that they had consented to the care they received. Procedures were in place to ensure people’s legal rights were upheld and staff received guidance on the Mental Capacity Act 2005.

Care workers were provided with training and support to ensure they had the necessary skills and knowledge to meet people’s needs effectively.

People were supported with their health and dietary needs promoting health care.



Updated 22 December 2016

The service was caring.

People were well cared for. They were treated with care, dignity and respect and had their privacy protected.

Staff interacted with people in a way that was respectful, caring and positive way.

People were supported to be as independent as possibly.

People, families, staff, social and health professionals were involved in planning care.



Updated 22 December 2016

The service was responsive.

The service was flexible and based on people’s personal wishes and preferences. Changes in people’s needs were recognised and appropriate, prompt action taken, including the involvement of external professionals where necessary.

Assessment and care plans were focussed on the individual needs and wishes of people. A system was in place to the review the care people received that included consultation with them.

Systems were in place to make sure people's complaints and concerns were investigated and resolved.



Updated 22 December 2016

The service was well led.

People benefitted from a service which had a strong management structure.

The registered manager was always looking for ways to improve the quality of the service.

People's and staff views were sought and acted upon. People were encouraged to shape the direction of the service.

There were robust quality assurance systems in place to monitor and improve care and safety to people.