The Care Quality Commission

Archived: Country View

The Country View Centre, Westbourne Road, Westbourne, West Sussex, PO10 8UL (01243) 373757

Provided and run by:
Countryview Homecare Services Limited

All Inspections

30 May 2012

During a themed inspection looking at Domiciliary Care Services

We carried out a themed inspection looking at domiciliary care services. We asked people to tell us what it was like to receive services from this home care agency as part of a targeted inspection programme of domiciliary care agencies with particular regard to how people's dignity was upheld and how they can make choices about their care. The inspection team was led by a CQC inspector joined by an Expert by Experience who has personal experience of using or caring for someone who uses this type of service.

We used postal surveys, telephone interviews and home visits to people who use the service and to their main carers (a relative or friends) to gain views about the service.

We visited four people in their own homes as part of this inspection and spoke with them about their experiences of the support they had received. We also spoke to the relatives of three people who received a service, three members of staff and the registered manager.

We spoke with 15 people over the telephone.

Every one of the people spoken with told us that their care was personalised to their needs. For example, one person explained that they had requested an earlier time for the care worker to visit them and this had been addressed by the agency. Another person said, 'They treat me with respect. Some treat me as a friend and have a little chat'.

People's preferred names were used even when there were changes in care workers.

Some people could not recall the detail of their care plan and did not recall having a review meeting to discuss their care. Other people confirmed they had been involved in discussing and reviewing their care with a supervisor from the agency.

All but one person that we spoke with felt that staff were well trained and understood their needs.

People told us that they felt safe and if they had concerns they would speak with a family member, friend or somebody from the office. For example, one person said, 'One girl didn't follow emergency procedures so I told the office. It never happened again and I think they changed the procedure. I must be satisfied overall as I don't want to change agency'.

Everyone who was spoken to over the telephone said that the agency sought their views formally once a year as part of the agencies quality monitoring systems.

Each person we visited at home told us they were happy with the service, that the care workers were reliable, and that the help they received had been agreed with them in advance. They said the staff were all friendly and treated them with respect.