Archived: London & South East Domiciliary Care Branch

One relative we spoke to told us they were very happy with the assessment process. They said staff really listened to what they were saying about how to provide the care. We saw that care plans were person centred.

We noted the care plans were in pictorial format and written in the first person. Staff we spoke with told us they try to focus on what people can do.

There were effective recruitment and selection processes in place. This included checking people's work history, face to face interviews and a literacy and numeracy test. References were sought prior to employment.

People who use the service told us 'staff know what they're doing here.'

Staff received appropriate professional development. The manager stated that all staff completed mandatory training during their induction and then annually. Training records confirmed that all staff had completed their mandatory training and further annual training.

We saw that the provider used a variety of methods to monitor the quality of service provided to people.

We found people experienced care, treatment and support that met their needs and protected their rights. People were initially assessed when they first began using the service and they were risk assessed to ensure their welfare and safety. Staff were adequately trained to handle emergency situations.

People told us they felt safe. We found documentary evidence staff had safeguarding vulnerable adults training and were knowledgeable about the different forms of abuse and the signs to look out for. Staff understood what to do if they suspected a person was being abused.

We found documentary evidence staff were supported in their roles. Staff received regular supervisions every four to six weeks and a yearly appraisal. There was documentary evidence staff had team meetings.

We found documentary evidence the agency recorded complaints and responded to complaints or comments made about the service. We found the provider had an effective system to regularly assess and monitor the quality of service that people receive. The manager told us they monitored the quality of the service.