Archived: The Daily Care Agency

The inspector visited five people who used the service, and spoke with two other people on the telephone. The inspector also talked with the manager and with five care staff, one of whom was the team leader. We reviewed the care plans for six people, and the personnel files for five care staff.

Below is a summary of what we found. The summary describes what people using the service and the staff told us, what we observed and the records we looked at.

Is the service safe?

Care staff told us that they had received the training they needed to carry out their duties in a safe way, for example when people needed assistance in moving around their own homes.

People's care plans contained the information needed to provide them with safe care. Hazards in people's homes, such as steps, and risks to people in their daily lives for example from falls, were noted and assessed. This helped staff to be aware of the care and assistance people needed to keep them safe.

We saw that the provider had carried out the necessary checks to ensure that staff were of good character and had the skills needed to provide safe care and support.

Staff received training and guidance regarding the requirements of Mental Capacity Act 2005 (MCA) and we saw that the service took into account the Deprivation of Liberty Safeguards.

Staff were alert to possible signs that people may be suffering abuse. For example one of the care staff told us that, when they found that a person who used the service had unexplained bruises, they had reported this to a health professional.

Is the service effective?

People received the care and support they required to maintain their health and well-being.

Care staff were alert to opportunities to improve people's quality of life, for example on noticing improvements in movement for a person whose mobility had been impaired by illness, care staff contacted the occupational therapist so that further support could be provided.

Is the service caring?

People were pleased with the service and felt that they received good care. One person summed up the views expressed to us by saying, 'I can't praise them enough. You can't fault them. I am well satisfied."

We saw that people's care was planned and delivered in accordance with their wishes, and that people were treated in a polite and caring way by care staff.

Is the service responsive?

We found that the service was responsive to people's wishes and their diverse needs. Care plans were agreed with the people using the service, or their representatives, and reviewed and adjusted in response to any changes in these needs. Feedback was encouraged and acted on.

Is the service well led?

Staff were well supported by competent managers. They received appropriate supervision and training and were clear about their responsibilities.

Efficient systems were in place to check and monitor the quality of the service. Care records were written in detail and provided clear guidance to staff. Staff confirmed that communication was effective and that managers were accessible.

Medicines were safely administered and care staff were clear about the assistance that they were allowed to provide.

Staff were caring and competent and felt well supported. The five care staff we talked with confirmed that they felt that they had the training and skills to carry out their duties. The provider was aware, however, that with recent staff turnover there were some gaps in training. Action was being taken to address this.

There were effective systems, such as supervision as part of routine care visits, to regularly assess and monitor the quality of service that people received. However, not all formal staff progress reviews were up to date due to several new carers having joined the service in recent months.

People were encouraged to give feedback and the provider took account of comments and any complaints to improve the service.

At the time of our inspection the service was being provided to 30 people.

People we spoke with felt involved in planning their care package. The manager visited people in their home to carry out an assessment before care was provided.

Care plans were inspected and found to be fully documented with personal details, community care assessments, times of care visits and care needs, client assessment form, risk assessments, care plans and care worker visit reports.