Archived: Kumari Care Limited

We used questionnaires to gather the views of people who used the agency. We received responses from 22 people and overall they were satisfied with the service being provided by Kumari Care Limited DCA. Although some people made positive comments minor concerns were raised. These concerns centred on inadequate planning from office staff and lack of consistency between regular staff and new staff.

We spoke with a member of staff who told us they had received an induction to prepare them for the role they were to undertake. However, the manager was not able to show staff had been fully assessed to perform the role they were employed to perform. This member of staff said they were told about people changing needs. We were informed people using the agency had regular carers and they were not expected to rush the delivery of care. It was explained 'I don't rush I take my time if I am running late I contact the office. The office will then contact people and tell them I am running late.'

We visited five people in their own homes and four people told us they received personal care from regular carers who knew them. One relative of a person who used the agency told us the personal care delivered by the staff did not take account of their relative's cultural background.

The people new to the agency told us an assessment of need had taken place and they were asked how they wanted their care to be delivered. Four people told us the staff knew how to meet their needs and visits from the agency supervisor had taken place to ensure they were receiving the care they needed. They told us staff knew the signs of deterioration for example skin breakdown and the staff worked well with other professionals.

We saw there were personalised care plans for two people we visited, but three people did not have a copy of their care plan.

We spoke with an occupational therapist (OT) who told us they had observed the staff use the correct equipment and techniques needed to support people with mobility needs.

Staff's competency was tested before they administered medicines, but they were using practices that were open to mistakes.

We saw a member of staff interact with one person in a way that met their cultural and religious beliefs. When we spoke to another member of staff about meeting people's equalities and diversity needs, this member of staff used inappropriate language which showed a lack of understanding.

The five people we visited and their families said they felt safe from abuse when the staff delivered personal care. They said they knew who to approach with complaints and they were certain their concern would be taken seriously.

People said they thought the agency had enough staff and they had regular staff that stayed for the contracted package of care. One person told us staff were sometimes were late.