The Care Quality Commission
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Archived: Community Careline Services - The Larches

Fig Tree Lodge, The Larches, Canal Hill, Tiverton, Devon, EX16 4JD (01884) 258701

Provided and run by:
Anne Gray Care Limited

All Inspections

19 September 2013

During a routine inspection

We inspected the agency office at short notice on 12 September 2013. We spoke with five people using the service, two relatives and one social care professional over the telephone. We spoke with eight members of staff, the manager and the provider of the service. We visited three people in their own homes accompanied by care staff.

The total number of people being supported by the agency was 52 with 24 members of staff employed.

We looked at key documents including care plans, risk assessment, quality assurance and other records relating to the running of the service. This helped us make a judgement about how the service was run, how people were looked after and how it managed its overall business.

People were cared for in a private and dignified way and their views were respected. We were told by one person that 'staff are absolutely great' and another told us 'all the carers are really nice girls'.

People told us that they were very happy with the care that they received and that all the care staff were 'very reliable, very thorough' and 'go the extra mile'. They were sent a list every week telling them which staff to expect at which time and told us that 'they never miss a visit' and they 'always do anything I ask'.

A social care professional said that the agency had worked closely with them and that they were 'impressed by the service'. We saw that the agency contacts other care professionals for advice when necessary.

We found that not all records relating to the running of the business were up to date and accurate in order to monitor, review and improve the care provision of the agency.

31 December 2012

During a routine inspection

We spoke on the telephone with six people who used the agency and with two family members of people who used the agency. The total number of people being supported by the agency was approximately 60. People told us that staff arrived at different times particularly in the mornings. One relative said that the arrival time could vary as much as an hour. The agency was aware of this issue and was taking steps to reduce this variance. One relative commented very positively on the flexible nature of the support provided, describing how the agency was able to provide a bespoke service that met the needs of the whole family.

People said that in the past they had to get used to receiving services from many different staff. People who used the service told us that since the new manager has been in post they now have a team of between 6 to 8 staff who work on a rota basis. They explained that they were now informed weekly by letter which staff to expect and at what time.

One person told us that "the girls are always so cheerful they give me a lift, they make me laugh." Everyone we spoke with said that they were happy or very happy with their service.

We saw the induction training program for new staff and spoke with management and two staff who confirmed how complete the programme is. We also saw that the recruitment process is robust with all appropriate safeguarding in place.

8 April 2011

During a routine inspection

We spoke at length with eight people who currently use the agency. The total number of people being supported by the agency was approximately 50. People were not without criticism of the service with relation to staff appearing to 'keep looking at their watches' because of pressure to meet their next appointment in time. We have raised this issue with the agency. People also expressed concern that they had to get used to a lot of new staff faces and told us they wished there was better consistency in staff roster planning. We relayed these sentiments to the manager and we have confidence that these issues are being addressed. People also gave testament to the kindly natures of the staff supporting them. One person said they 'couldn't fault them.' People also said that the office team could be approached to address concern they might have. There was a general consensus that the new manager was bringing a needed discipline and better organisation within the agency.