Archived: The Care Bureau

People who used the service had access to their individual folder which incorporated a copy of the "Service User's Guide" which outlined how the agency would provide a "24 hour live-in home care and companionship service" to people who required "convalescence, respite or long term alternative to nursing or residential care."

The agency reviewed staff competency and presentation whilst ensuring their conduct respected people's choice, dignity and confidentiality. The agency had training procedures in place which ensured that people employed had the necessary qualifications, skills and experience to support people who used the service.

Family members and staff told us that they were able to raise any queries or concerns with management. We saw that the agency worked alongside external agencies regarding the safety and well-being of people who used the service. We found that people who used the service were protected against the risks associated with the administration of medicines.

We looked at the quality of the service and the results of the last survey. Family members were able to provide feedback and review and assess the service provided.

People we talked with were positive about the staff and the way they were supported by them. One person told us they thought that there was enough staff to deliver a reliable service.

We saw there was clear information on how to make a safeguarding referral available to staff. The manager was able to identify who to contact to make a referral.

The manager was able to demonstrate appropriate knowledge of the Mental Capacity Act 2005 and Deprivation of Liberty Safeguards. A relative told us "I felt happy leaving my relative with the carer. I felt that they were safe."

We saw questionnaires completed by staff members and people who used the service about the provision of care. The comments were mostly positive. These included' I have a lot of confidence in the manager' and 'it's a lovely service.'