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Inspection report

Date of Inspection: 7 May 2014
Date of Publication: 5 June 2014
Inspection Report published 05 June 2014 PDF


Inspection carried out on 7 May 2014

During a routine inspection

Our inspection team was made up of one inspector who considered our five questions; Is the service caring? Is the service responsive? Is the service safe? Is the service effective? Is the service well led?

Below is a summary of what we found. The summary is based on our observations during the inspection, speaking with people using the service, their relatives, the staff supporting them and from looking at records. If you want to see the evidence supporting our summary please read the full report.

Is the service safe?

During this inspection we looked at the staff recruitment records for six members of staff. Appropriate checks had been undertaken before staff began work.

We spoke to people who used the service who confirmed they felt safe and were not afraid of any of the staff who came to support them. Comments from people included," If there is a problem the worker calls the office, they call me, I give advice. I have no concerns at all about my relatives safety" and "They are friendly and reliable. I feel completely safe with my carer."

We checked people's care plans and found that these were detailed and up to date. Risks related to people's homes or their specific care needs had been identified and recorded to ensure that people had their care provided safely and risks to them and / or other people were minimised.

There were policies and procedures in relation to safeguarding and the Mental Capacity Act. Staff had received or were booked onto training to update their knowledge about these areas.

Is the service effective?

People told us they were happy with their care and support. People's comments included, �It is all very good�, "I have no problem with them at all-excellent" and "They do what they are meant to do, when they are meant to do it. They knock the socks off other agencies we have used."

The records we looked at and the conversations we had with people using the service and their relatives indicated that people received plenty of time to undertake their personal care to a high standard.

Records showed that regular meetings were held with people or their relatives if appropriate, to review their care needs.On relative told us," They ask us regularly if we are happy with the care and if it meets our needs. If we suggest anything it is sorted straight away."

Is the service caring?

Staff we met spoke with compassion about the people they were supporting. People told us that staff were "Lovely", "Kind and lovely" and "The carers are excellent, they are clean, tidy and very caring and they are considerate, respectful and really interested in my mom�s health and care.�

Some people had support from the agency to promote their independence and community involvement. One person told us that staff had supported their relative to a hospital appointment. They had been pleased with the level of information that had been fed back to them.

Is the service responsive?

People told us they were regularly asked if they were happy with the service and were given the opportunity to make a complaint if they were unhappy. People told us they were able to raise any concerns they had. One person told us, �They often ask how the service is going. There is rarely anything negative to say but even small problems are quickly nipped in the bud." �

Where people who used the service were able, they were asked to comment on the service provided, this included questions about the support they received. This feedback was used to develop the service or provide assurance that people were receiving safe and effective care that met their needs.

During our visit we looked at records of complaints and incidents. We found that consideration had been given to these by the registered manager and actions had been taken to reduce the likelihood of similar incidents happening in future.

Is the service well-led?

Feedback about the management and leadership of the service was overwhelmingly positive. Comments included,"The office staff are brilliant." Staff told us they felt supported by the management team and had access to advice and support when they needed it.

We found that the agency was generally operating in a very effective and well organised way. However we found that records did not always show people had received their prescribed medicines or had enough to eat for example. There was no system in place to identify these shortfalls and either provide reassurance or take remedial actions. The provider understood these comments and gave immediate feedback about what they would do to improve upon this.