Archived: Eden Mencap Domiciliary Care Agency

We found that people who used the service had received an assessment of their care needs prior to receiving a service. Plans of the care and support needed had been developed and were kept under review. Copies of the plans had been made available to staff but the people who used services told us that they did not have their own copy of these plans in their home. One person told us that although staff did everything that was needed, 'It would be helpful to know' what exactly staff can and can't help me with.'

The service had informal and formal processes in place to help access support from other health and social care services, on behalf of service users, when needed.

We found that the provider had procedures in place that helped to ensure people who used or worked at this service were offered some protection against the risks of cross infection. The procedures were not as robust as they might have been. We spoke with the manager about this at the time of our visit.

We looked at the ways staff were trained and supported with their work. The staff we spoke with told us that they felt 'well supported' and that they felt 'comfortable asking for help' from more experienced staff when needed.

One person said, 'My induction training filled the gaps in my knowledge. I have completed other training too. I am getting to a point where I can help others now and the manager is interested in what I am doing.'

People who used the service generally felt 'comfortable' with their support worker(s).

One person told us, 'They (relative) are in good hands and I don't have to worry. My relative is very happy and settled with the people who support them. They have a team of regular support workers and they know each other well. I can't fault them'

Another person who used the service said that the support workers attending them were 'trustworthy and competent.'

We saw that the organisation had a system in place to help monitor and improve the quality of the service provided. We found that people who used services were asked for their opinion on the quality of service they received. The sample of service user satisfaction surveys that had been returned showed that overall people were satisfied with the service they received.

They said,

"I love coming to the centre and helping in the cafe".

"My support worker takes me swimming and I really enjoy going out".

We get to do lots of things we enjoy".

"We have made video films".

"The staff are great and I like them very much".

We found that Eden Mencap supported people very well and ensured people lived independent lives. The aim of this service was to give people experience in the activities of daily living that could help them live in the community with the minimum of support.

From our observations we saw that people received the care they needed in a way which respected their rights and protected their safety, dignity and independence.

We found that people using this agency had good access to other services and advocates, and they were very much part of the local community.