Archived: Coventry & North Warwickshire Care at Home Service

The agency had 69 clients and 49 staff at the time of our inspection. The acting service manager told us the current registered manager had left and a new manager was being appointed.

People we spoke with were complimentary about the staff and the management team. They said staff usually arrived on time and undertook all the care tasks expected of them. One person told us: "They're really great, excellent. I have no complaints ". They all told us of the staff's caring nature and professional attitude.

We found improvements had been made in the management of people's medicines to ensure better recording and auditing of medication records.

We looked at staff training and support. We spoke with four staff and looked at the records of four staff. We were satisfied staff received the training and support needed to undertake their duties as care workers. People using the service told us they felt people had been trained to do their jobs.

We found that the provider had systems in place to monitor the quality of care and support that people received and actions were taken to improve the quality of the service.

We looked at four care records and spoke with six people who used the service. We were satisfied that people received good care and support. Typical comments from people included, 'I couldn't get a better service', they're very thorough, a good crowd', 'They're a lovely company'.

We looked at three files of people being supported to take medicines. We found errors in each of the files which gave us concerns about the recording and auditing of medication records.

We looked at staff training and support. We spoke with four staff and looked at the records of four staff. We were satisfied that staff received the training and support needed to undertake their duties as care workers. People using the service told us they felt people had been trained to do their jobs.

We looked at the complaints policy and procedures. We saw that people felt able to make both formal and informal complaints and these were addressed by staff.