We saw there was an effective recruitment procedure in place.
Staff did not receive adequate training to enable them to deliver care safely and to a good standard.
Staff did not receive regular supervision.
Accurate records in relation to people who used the service and the management of Kernow Home Care were in place.
People we spoke with had not had reason to make a complaint to the agency, but all were aware of how to do so should the need arise.
People were protected from the risk of infection because appropriate guidance had been followed. There were effective systems in place to reduce the risk and spread of infection.
Appropriate checks were not consistently undertaken before staff began work. This did not ensure there was an effective recruitment process in place. There was no evidence to support an effective selection process was in place and followed.
A number of records we inspected for exxample, daily records which informed of the action taken by carers during each visit and staff handbook were not always up to date or able to be located promptly when needed.
People told us that the staff that visit them were usually good timekeepers, that it was usually the same carers, and they were positive about the carers themselves saying that they had no complaint about them as individuals or the care provided. They said that they had confidence in the agency, and without exception, all the comments received were positive.
Many people told us that the staff that visit them are good timekeepers, reporting that whilst visits can be late occasionally, the agency always telephones to warn them of this. People were positive about the carers themselves saying that they had no complaint about them or the care provided.
The registered manager was not available on the day of the inspection. The deputy manager told us that she will be applying to be the registered manager. We were told by the deputy manager that she is having difficulties finding the time to manage the agency, while having to care for people in the community at the same time, and this shows in the lack of supervision for staff and the lack of detail in care plans.
The deputy manager told us that Kernow Home Care Ltd was a good agency, and that they always put their clients first. Other staff we spoke to confirmed this, saying they enjoyed working for the agency. One person who has worked for the agency for some years said that the staff genuinely cared.