Archived: Quality Care Services at Home - 47 Thornwood Avenue

We found that people had their needs assessed and staff had the information they needed to provide people with individual care and support. People we spoke with said, "Everything very good, they are kind, helpful and caring and always have time for a little chat." "They always ask if there is anything else we want them to do." "I am very satisfied, such nice people and there is no embarrassment what so ever." "It is a brilliant service, they do exactly what I ask them to do in my own home and they make me feel really comfortable."

We found that there were effective systems for working with other professionals. We saw that the service provided flexible support to enable people to attend hospital or GP appointments.

Staff were provided with training and equipment to ensure that they protected themselves and the people they supported in respect of infection control.

People received care from the same group of carers ensuring continuity of care. People said, "We received a weekly rota and it is usually the same staff." "The senior staff always brings new staff and introduces them." "New staff never just turn up, they always introduce the new staff."

We found that there were good systems in place to monitor the quality of service delivery.

To ensure that the care delivered was appropriate the service carried out assessments of needs and risk assessments prior to delivering care. However although care plans were reviewed and changed as people's needs changed, the regular reviews, discussions with staff and people who used the service were not documented unless changes needed to be made.

People who used the service were supported by staff who had received training about safeguarding vulnerable adults and who knew their responsibilities relating to protecting people from abuse. There were safeguards in place around financial transactions and people who used the service were confident that these protected them from the risk of financial abuse.

Quality Care at Home Services carried out pre employment checks on new staff thus ensuring that people were supported by staff who had the correct skills and were suitable to work with vulnerable adults.

The service had a complaints policy in place and people who used the service were confident that if they had any concerns or complaints, these would be taken seriously, investigated thoroughly and dealt with professionally without concern of repercussions.