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Archived: Dial-A-Carer Service Good

Inspection Summary


Overall summary & rating

Good

Updated 8 March 2016

We carried out an announced inspection on 30 November 2015.

Dial-A-Carer Service provides a domiciliary care service and is registered to deliver personal care and treatment of disease, disorder or injury to people in their own homes. On the day of our inspection, there were 10 people using the service and nine staff supporting them.

A registered manager was not in place as one was not required under the registration requirements with the Commission.

The service had appropriate systems in place to protect people from harm and uphold their rights. Staff had a good understanding and knowledge of safeguarding procedures and were clear about the actions they would take to protect the people they supported.

People’s medicines were given to them safely and in a timely way.

Risks to people’s health and wellbeing were appropriately assessed, managed and reviewed. Support plans were sufficiently detailed and provided an accurate description of people’s care and support needs.

There were sufficient numbers of staff available to meet people’s needs. A recruitment process was in place to protect people and staff had been recruited safely. Staff had the right skills and knowledge to provide care and support to people.

Staff told us that they felt well supported in their role and received regular supervision and support.

People were supported to be able to eat and drink satisfactory amounts to meet their nutritional needs. People were treated with kindness and respect by staff and their dignity was maintained.

Staff understood people’s needs and provided care and support accordingly. Caring relationships had been developed and people were fully involved in their care arrangements.

Overall, quality assurance arrangements were in place but the recording of audits required some improvement. There was a system for responding to complaints and concerns. The visible leadership of the service showed that person centred care was being delivered to people who used the service.

Inspection areas

Safe

Good

Updated 8 March 2016

The service was safe.

Staff knew how to protect people from harm or poor practice in order to keep them safe. There were processes in place to listen to and address people’s concerns.

There were enough staff who had been recruited safely and who had the skills to provide people with safe care.

People received their medicines safely and as prescribed.

Effective

Good

Updated 8 March 2016

The service was effective.

Staff received the support and training they needed to provide them with the information to carry out their responsibilities effectively.

People’s health, social and nutritional needs were met by staff who understood how they preferred to receive care and support.

Consent from people or their relatives was obtained before support and care was provided.

People were supported to access healthcare professionals when needed.

Caring

Good

Updated 8 March 2016

The service was caring.

Staff treated people well and were kind and caring in the way they provided care and support.

Staff treated people with respect, were attentive to people’s needs and maintained their privacy and dignity.

People were involved in making decisions about their care and the support they received.

Responsive

Good

Updated 8 March 2016

The service was responsive.

People received care and support that met their assessed needs and any changes in their needs or wishes were acted upon.

People’s choices were respected and their preferences were taken into account by staff providing care and support.

There were processes in place to deal with people’s concerns or complaints and to use the information to improve the service.

Well-led

Requires improvement

Updated 8 March 2016

The service was not well led.

Quality assurance systems were in place but some audits required improvement

The management of the service was open and effective. The manager and staff demonstrated a commitment to providing a service that put people first.

Staff were valued and they received the support and guidance needed to provide good care and support.

There were systems in place to obtain people’s views and to use their feedback to make improvements to the service.