The Care Quality Commission

Archived: Springbank Community Care Limited

Unit 12 Burslem Enterprise Centre, Moorland Road, Burslem, Stoke On Trent, Staffordshire, ST6 1JQ (01782) 839023

Provided and run by:
Springbank Community Care Limited

All Inspections

22 November 2012

During a routine inspection

People told us that they were involved in the planning of their care and were treated with dignity and respect. One person said, 'The carers are all very friendly, they treat me well'.

The majority of people who we spoke with were happy with the care provided to them or their relatives. Comments included: 'I've got no complaints' and 'They're all great'. Some people we spoke with told us they had concerns with the care they received. Comments included: 'I put up with things' and 'The carers are so rushed'.

We saw that care plans contained minimal information and did not always inform the carers of how to meet people's needs safely.

Carers told us how they would look out for signs of potential abuse, but staff were unaware of the formal procedures in place locally to ensure that any potential abuse was reported to the appropriate authority without delay.

During our inspection we saw limited evidence that the provider effectively assesses and monitors the quality of the service. We identified that appropriate systems were not in place to ensure that people received their medicines safely.

We saw that staff received a variety of basic training, but that specialist training in dementia care was not readily available. Some people using the service told us that they had concerns about the training of the carers.

13 September 2011

During a routine inspection

We telephoned people who used the service and asked them what they thought about the services provided to them. All of the people we spoke to were very complimentary about the service. They thought that the care staff who came out to them were "very good". They said that the staff were "caring and friendly" and they also felt that staff were "reliable" and "trustworthy".

People told us that they felt able to raise concerns and that these had been dealt with "promptly" by the service. They also said that they felt listened to and that they were able to discuss their options with the staff and manager of the service. People told us that staff always treated them respectfully and promoted their dignity.

We also telephoned staff members who work for the service and they told us that they felt "very supported" in their roles. They felt that the service was "very good" with training and that new staff had a "good induction" ensuring that they could meet the needs of people in their own homes. Some staff members had worked for the service for many years and considered it a "very good service to work for".