Archived: Carroll's Home Care

Below is a summary of what we found. It is based on our observations during the inspection, discussions with people receiving a service, and with the staff supporting them, and on looking at records.

The provider of the service was also the manager registered with us at CQC. They have day to day contact with people using the service and with staff. Recently a deputy manager had been appointed. They had reviewed all care plans and up-dated them and implemented more structured records. Both the manager and deputy manager deliver care to people when required to cover staff shortage or emergencies.

Is the service safe?

People told us they felt safe with the care staff from the agency because staff treated them with respect and kindness.

The service provided reliable appropriate care. The staff arrived on time and never missed a call. The provider and deputy provided back up support to care staff to ensure any emergencies were covered. A relative told us they went on holiday and did not worry knowing their family member was safe.

There was an established team of sufficient staff who worked for the agency. Staff had appropriate vocational qualifications and received training up-dates in safeguarding adults and manual handling.

Safeguarding procedures were in place, and the manager understood their responsibilities in managing concerns and contacting other professionals. Staff understood their responsibilities in keeping people and their valuables and money safe as far as possible.

Is the service effective?

The service provided care in line with people's wishes and individual needs. This was recorded in care plans. People's health and care needs were assessed with them, and where possible they signed to show that they were involved in deciding the best care to meet their needs.

Staff knew the people they cared for well and had the skills needed to deliver care effectively. One person told us 'They know what they are doing. I know them and they know me.'

We found some people's health had improved while receiving care from the service. We read a review undertaken by health professionals stating one person was 'flourishing' with the support they received.

Is the service caring?

People were supported by kind and caring staff. All of the people we spoke with told us that they were very happy with the service.

One person who received two visits from care staff each day told us 'They do anything I want doing. They help me with my bath. They have their regular jobs to do but they will do anything they can to help me.'

Another person told us "There are some excellent carers. They will go the extra mile for you."

People told us there was always someone to contact about the care they received. There was a quick response to any queries raised and any issues were problems were 'quickly sorted out.'

The provider conducted annual satisfaction surveys. The most recent survey showed high levels of satisfaction with the quality of care.

Is the service responsive?

The service responded to people's changing needs. When people were unwell or they needed support the provider sought advice from community health and social care professionals. Relatives told us the service kept in touch with them and alerted them to any concerns they had about their family members.

No-one we spoke with had needed to make a complaint since the last inspection. They did feel able to raise any issues with the provider and the care staff.

Is the service well-led?

The registered manager knew all the people who received a service well and were in regular contact with them. During the inspection they demonstrated a commitment to supporting people with compassion and dignity.

Staff told us they could always ask for advice and support from the manager. The service had a system of regular quality assurance that monitored care and showed where it could be improved.

Staff understood their responsibilities. They felt well supported by the manager.

At the time of our visit the agency was in the process of moving the office from the manager's home to new office premises near the town centre. The manager was planning to hand over responsibility for the agency to her daughter within the near future.

We found that both the staff and people receiving services thought very highly of the agency. It was clear that the manager knew everyone very well. However the files and paperwork did not reflect this.

People were very complimentary about the support they had from Carroll's Home Care. Comments included;' They give 100%, I feel very, very comfortable with them,' 'Quite satisfied,' and 'Quite happy.' One person said about the service and the staff, 'felt looked after.' We were told by people that they frequently spoke on the telephone to the office and talked to the manager of the service about their care. People said it was appreciated that the registered manager often visited people to provide their support so that she had a good understanding of what they needed.

People told us that the staff were polite and respectful to them. They felt that the service and staff were not intrusive to their home life. People also told us that they felt safe and staff made them feel 'comfortable.' They said felt reassured that staff were visiting regularly and 'got on really well with all the staff.'

People told us about their experiences with the care workers who supported them. One person said 'Polite, friendly and everything about them was good.' They added that staff attitude was 'lovely and not in a rush when they came to visit.'