The Care Quality Commission
  • Services in your home
  • Homecare service

Archived: Compassionate Caring Agency UK Limited

12 Westmorland Way, Mitcham, Surrey, CR4 1QB (020) 8764 1696

Provided and run by:
Compassionate Caring Agency UK Ltd

All Inspections

11 November 2013

During a routine inspection

During the inspection we spoke with the registered provider who also managed the agency and one member of staff.

We visited one person using the service in their home and spoke with them and their relative. We also spoke on the telephone with the relatives of three other people using the service. All made positive comments about the agency and the care staff and the service they and their relatives received. All told us that staff carried out the care tasks recorded in their relatives care plans. All told us they knew how to make a complaint if they needed to.

A person using the service told us 'The staff support me to take my medication, I wouldn't be able to take it without their help'. Their relative said 'The provider and staff are dedicated to meeting my mum's needs and they provide us with a very good service'. A relative of another person using the service said 'The provider really understands our needs and if there is anything we need to change we discuss it with the provider'. Another relative said 'They are a very reliable service. The staff turn up on time and carry out the tasks recorded in the care plan. If they are going to be a few minutes late they ring us and let us know'. Another relative said the quality of care their relative received was very good however communication with the agency in relation to staffing arrangements was not always good.

14 March 2013

During a routine inspection

At the time of our inspection there were approximately six people using the service and twelve staff employed. We visited the agency office and met with the registered manager. We spoke by telephone with people who used the service, or their relatives, and members of staff. The feedback was complimentary about the care and services provided. People said that the service was reliable and well organised. They told us that the carers 'do a good job', were 'a friendly lot' and 'will go out of their way for you'. People felt staff were caring and treated them with dignity and respect. They told us they had regular carers and were kept informed if there was a change. Some people said they liked the fact it was a small service and that communication from the office was good.

People told us they could voice their concerns and were listened to. One person said that they had asked for a different carer and the request had been accommodated. They had been given all the information they needed.

We looked at care plans and found that these were well documented with detailed risk assessments. Staff we spoke to were aware of safeguarding procedures

Staff told us that they felt well supported from the office and received appropriate training to meet people's needs. There were a range of systems in place to help monitor the quality of the service and to encourage improvements.