Archived: Age UK Runnymede and Spelthorne

During our inspection we looked at outcome 16 and found that Age UK Runnymede and Spelthorne were compliant. We saw that people that used the service were provided with opportunities to express their views and opinions concerning the service they received. We saw that the provider had plans in progress to implement any requests made by people, and appropriate steps had been taken to involve people and staff in the assessing and monitoring of the service.

All of the people we spoke with were very happy with the service. A person who used the service told us 'I would recommend the service.' A relative told us 'I would give them 5 out of 5.'

Care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare. A person who used the service told us 'They are very good.' A relative told us 'She is very good with my family member.'

There were enough qualified, skilled and experienced staff to meet people's needs.

At our last inspection in February 2013, we raised concerns that the care worker was not adequately supported. During this inspection, we saw that the provider had systems in place for recording training, supervision and appraisals.

One staff member told us 'I love my job.' They went on to say 'I am more supported now.'

At our last inspection in February 2013, we raised concerns about the lack of quality assurance processes in place. During this inspection, we saw that the provider had not made all of the improvements required to be compliant with the regulations.

One person told us 'staff had been very good to me.' Another person told us she liked the member of staff and commented that she 'was efficient and wholly admirable for the job." One person said the care worker was 'very kind.'

All the people we spoke to said they were respected and valued. We saw that the service met the care needs of people using the service. Staff had undergone safeguarding training, which enabled them to identify and respond to any potential safeguarding concerns effectively. We found that staff were properly trained to undertake their duties and responsibilities safely and effectively; however, they were not adequately supported through the existing systems available. We found that measures to assess and monitor the service were not in place.