The Care Quality Commission

Archived: Pinner Home Care

24a Woodlands, Woodlands, North Harrow, Middlesex, HA2 6EL (020) 8868 4873

Provided and run by:
Mrs Evelyn Zororo A-Kum

Important: This service is now registered at a different address - see new profile

All Inspections

27 February 2013

During a routine inspection

We spoke with the manager of the service and three other members of staff. We also spoke with four people who were using the service and two relatives. There were approximately 25 people using the service at the time of our visit. The people we spoke with all confirmed that a senior member of staff was carrying out visits and making telephone calls to check if people were happy with the service and said they felt listened to. One person said, "they sort things out for me quickly".

The care records we saw all contained an assessment of the individual's needs and a care plan providing information for staff about the action they should take to meet them. People's likes, dislikes and preferences had been recorded and considered. People told us that they felt well cared for by the staff who attended their homes. They said that they generally had the same carer who was familiar and knew what they needed.

The staff spoken with were able to demonstrate that they understood what action they should take if they had any concerns about a person's welfare. People told us they felt safe with the staff who cared for them and staff confirmed that they had received safeguarding training.

Recruitment processes were in place to ensure that checks were completed before staff commenced employment and started working with people unsupervised.

There was an effective complaints management system in place.

28 February 2012

During an inspection in response to concerns

People told us they had received a visit from a member of staff from the agency to agree their care arrangements. People said they received information about the service and the agency's contact details.

People told us the care staff were 'very good' and another person said 'the carers were polite and caring'. People and relatives we spoke with said the care staff usually came at the appointed time. They told us they received a phone call if care staff were running late.

People were satisfied with the service they received and said the agency were 'flexible and accommodating'. They said this was important if they needed to ask the care staff to visit at a different time or on another day. People told us that care staff were respectful towards them, offered them choices and took account of their views. A relative said they 'trusted' the care staff and a person told us they felt 'safe' having care staff visiting them on a regular basis.

People told us spot check visits were carried out so that the supervisor or manager could see if care staff were following the agreed care plan. This also provided people with the opportunity to discuss any issues they might have. People said when they had raised concerns about care staff this was acted on immediately and different care staff were arranged to visit and support them. People told us they had opportunities to provide feedback on the quality of services they received.