Archived: One to One Homecare (UK) Limited

People told us they were asked for their views and wishes about the care and support they wanted. Comments from people who used the service included, 'The manager came and asked lots of questions before I started to use the service. I signed an agreement and care plans to say I agreed and gave consent to the care and support I would receive.'

We saw care plans were person centred and clearly advised staff how to meet people's needs. A person who used the service told us, 'On the whole the carers arrive on time and stay for the allocated time. They follow what's on the care plan, they don't have time to sit and chat.'

People who used the service told us they generally had regular carers and they preferred this. However, when regular carers were on holiday or sick leave, people we spoke with told us they were not always notified of the replacement carers.

We saw there were systems in place to cover when home care workers were unavailable and there were arrangements in place for out of office emergencies.

We saw the provider had sent a questionnaire to people who used the service in February 2013 as part of their internal quality, monitoring and audit systems.

We could not find any evidence that care plans were reviewed and evaluated since 2009. The same was true for all the accompanying risk assessments. The manager told us this had not been a routine activity. This meant people's safety and welfare were put at risk.

We saw people who used the service had information packs that contained details of how to raise any concerns, including how to contact external agencies. One person told us, 'I feel safe with One to One.'

Staff attended meetings every eight weeks. The meeting included discussions about the issues relating to care of individuals.