Archived: Truecare (New Forest) Limited - 16-20 South Street Centre

People's needs were assessed and care and treatment was planned and delivered in line with their individual care plan. We looked at the care records of 10 people who used the service and found that people had an assessment of their needs and a care plan, including risk assessments.

Most of the 16 supervision records we looked at showed that staff had received observational and formal supervision in the last six months. We were able to see that the registered manager had a system in place that highlighted when appraisals were due.

We found that people who used the service had opportunities to provide feedback on the services they received, through regular care review meetings and the completion of regular satisfaction questionnaires.

Records were kept securely and could be located promptly when needed. Staff told us that people's care records were located safely in the office and in people's homes and told us that they could access the records when necessary.

People's needs were assessed and care was planned and delivered in line with their individual care plan. We looked at the care records of seven people. They contained documentation regarding their referral and assessment before admission. Risk assessments and care plans had then been put in place to address their needs.

People told us that they felt safe when receiving care. They said they were confident that staff had the right knowledge and skills to carry out their work. People we spoke with said they felt that they could raise concerns with the agency and that they would be dealt with appropriately.

People told us that experienced members of staff supervised new employees when providing care. One person said "The staff know what they are doing, I am confident of that."

People's complaints were fully investigated and resolved, where possible, to their satisfaction. For example, one person told us that they made a complaint concerning a member of staff. They said their compliant was fully investigated and that they were kept updated with its progress.