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

Archived: Two Counties Care Limited

Abbott House, 14a Hale Road, Farnham, Surrey, GU9 9QH (01252) 891125

Provided and run by:
Two Counties Care Limited

Important: This service is now registered at a different address - see new profile

All Inspections

10 January 2014

During a routine inspection

Two Counties Care Ltd provides domiciliary care services to people who live in their own homes. At the time of our visit we were informed that there were 60 people using their service. People's care packages were tailored to people's needs, which varied providing visiting support up to four times a day.

During our visit to the Two Counties Care offices we spoke with four members of staff including the registered manager. We looked at records which included care files of people who use the service, personnel file of employees and information the provider used to assess and monitor the quality of the service. We also visited homes of three people and spoke with two relatives and an individual who use the service on the telephone. During the home visits we were able to observe how staff interacted and supported people. We saw staff treat people in a sensitive, respectful and professional manner.

People told us that they were happy with the support they received and that the staff were very good. One person told us that the 'staff always treated me with respect'. Another people told us they had no complaints and that the staff were all very nice and helpful. A relative told us that staff visit three times a day and they were very happy with the support.

29 November 2012

During a routine inspection

We spoke to one relative during the inspection visit and two other relatives during telephone calls after the visit. We also spoke with two service user's by telephone.

Everyone we spoke with was positive about the care and the management of the agency. People told us that 'the staff were kind, good at caring and brilliant'.

People said the manager and the staff were well organised and communicated effectively with them regularly. They said the office staff contacted them to inform them if staff were going to be late and they had every confidence that any problems were sorted out quickly. One relative said 'When we need to change things they always respond'.

People said they and their relatives felt very safe whilst care was being delivered and they felt well informed about the care and the services that were provided.

People said they knew about the care plans that were kept in their homes and these were updated and reviewed regularly and the staff took time to read them and to keep daily records.

26 May 2011

During a routine inspection

We spoke to six people, four of who use the service and two relatives following a site visit to Two Counties Care Ltd. They were picked at random both new people to the agency as well as people who had been with the agency for some years.

People told us that they discussed and agreed their care plan with the manager. They confirmed that the care plans reflected their wishes and preferences in regard to the way they received their care. Most people told us that they have a small staff team that provide their care and they appreciated the continuity of staff. They told us that staff arrived normally on time and always stayed for the allotted time of the visit. People told us that staff took their time, that they did not feel rushed and they were given the opportunity to do things for themselves. People said they were offered plenty of choices by the staff and they felt in control of their care. They said that staff treated them with respect and consideration was given to their privacy and dignity at all times.

People told us that the agency checks regularly with them that they are happy with the care and support them are receiving. They told us they have a review of their care plan and the manager sends out questionnaires to make sure they are satisfied with the service provided.

Individual comments made by people who use the service included ' I have no issues the agency is very good, it is flexible fitting in extra care when needed ', I am very pleased with the service I received and all the staff are very kind I have no problems ' the staff are very pleasant and very helpful I am never rushed and am able to do a lot of things for myself because of their support 'and 'I am very happy with the care they provide for my mother they show her respect at all times and often do over and above what is expected of them.'

All people spoken to stated that they had never had to make complaints but if they did they were confident that the agency would take it seriously and take immediate action.