The Care Quality Commission
  • Services in your home
  • Homecare service

Archived: Phoenix Care Partners

Broadway House, 2 Haygate Road, Wellington, Telford, Shropshire, TF1 1QA (01952) 641753

Provided and run by:
Phoenix Care Partners

Important: The provider of this service changed. See new profile

All Inspections

8 August 2013

During a routine inspection

We spoke with senior staff including the registered manager and provider at the time of our visit to the office. We spoke with eleven people and six care workers over the telephone. Everyone who used the service told us that they were very satisfied with their care. One person said, 'I cannot fault the agency. They have been marvellous.'

People told us that they felt safe. If they had concerns, they would speak with a relative or someone from the agency. One person said, "I am very happy with my carers. They are brilliant." We saw the agency had further improved their systems to protect people and report allegations of abuse.

The service had continued to maintain their effective staff recruitment practices.This made sure they only employed people suitable to work with vulnerable people. We saw they continued to provide a wide range of training and development opportunities for staff. This meant they were kept up-to-date with current practice.

We found that the provider had improved their systems for assessing and monitoring the quality of service provided. This demonstrated how the organisation learned from feedback.

13 August 2012

During a themed inspection looking at Domiciliary Care Services

We carried out a themed inspection looking at domiciliary care services. The inspection team was led by a CQC inspector and joined by an Expert by Experience who has personal experience of using or caring for someone who uses this type of service. We visited four people in their own home as part of this review and spoke with them about their experiences of the support they received. We spoke with senior staff at the time of our visit to the office and also spoke with three care workers. We spoke with 14 people over the telephone.

Many of the people who used the service told us that they were very satisfied however we heard that communication about changes in care workers could be better.

People told us that they felt safe and if they had concerns, they would speak with a relative or someone from the agency. One person said, 'They do a bit of everything for me. The attitude of the staff is very good they are very kind and caring'. Another person said, 'Over the years they have been absolutely wonderful. They never overstep the mark....".

One person said, 'They provide all the care and support I need them to and they always ask what I want'.

We found that improvements were required in establishing systems for assessing and monitoring the quality of service provided and demonstrating how the organisation learnt from feedback.