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Caterham Domiciliary Care Agency Requires improvement

All reports

Inspection report

Date of Inspection: 21 March 2013
Date of Publication: 18 April 2013
Inspection Report published 18 April 2013 PDF | 84.8 KB

People should get safe and appropriate care that meets their needs and supports their rights (outcome 4)

Meeting this standard

We checked that people who use this service

  • Experience effective, safe and appropriate care, treatment and support that meets their needs and protects their rights.

How this check was done

We looked at the personal care or treatment records of people who use the service, carried out a visit on 21 March 2013, checked how people were cared for at each stage of their treatment and care and talked with people who use the service. We talked with carers and / or family members, talked with staff and reviewed information sent to us by commissioners of services.

Our judgement

People experienced care, treatment and support that met their needs and protected their rights.

Reasons for our judgement

We reviewed all of the information we held about this agency before we did our inspection and this did not raise any concerns in this outcome area.

We spoke with two people using the service and two relatives; we also spoke with four staff and the manager to assess compliance.

The people we spoke with said they received the care and support they needed in a timely way. One person commented, “I get the care and support I need when I need it. I only need practical support really, to organise my life and appointments.”

Relatives we spoke with told us they were very happy with the quality of the care and support their loved ones received. One relative commented, “We have been very pleased with the service. (My relative) has never been so happy. I feel (my relative) gets the care (they) need, and there have been so many places where (my relative) has been unhappy.”

The staff we spoke with who worked in the community (as opposed to supported living houses) told us they visited people who wanted to use the agency before the service started and received very good information about people’s needs. They told us they had time for travel and were able to stay with people for the allocated time. They said this meant they did not have to rush people when helping them with their needs.

We looked at the care plans of the people we spoke with to make sure these were up to date, regularly reviewed and reflected people’s current needs. We saw that these provided clear guidance to staff and reflected people’s needs as they expressed these to us. This meant care was being delivered as it had been planned.

The people we spoke with told us the staff supported them, where necessary with making health care appointments and attending these. One person commented, “The manager takes me to my appointments with my psychiatrist. He makes sure I say what I want but to be honest the new psychiatrist is great and explains everything to me. If I feel unwell I get the staff to ring the doctor for me. I am having some tests on my heart at the moment as I have had problems. I go back next week to see the doctor for the results.”

The staff we spoke with showed an excellent understanding of people’s healthcare needs. They said their relationship with people and their knowledge of their needs helped them identify when people needed medical attention. They knew which areas of people’s health needed close monitoring and they made sure this was attended to. For example one person had a very low body weight with an underlying medical condition. The staff we spoke with demonstrated they had a flexible approach to ensure that the person consumed enough food and calories in a way which fit in with their preferred lifestyle. This showed an individualised approach was taken to maintain people’s health and wellbeing.

We spoke with a person who lived in a supported living scheme who was full of praise for the agency and the manager. The person told us the manager had enabled them to enrol to do an Open University degree in mathematics and had provided them with a computer so they could complete their assignments. Relatives also commented on the extra lengths the manager and staff would go to, one person told us, “The manager brings (my relative) down from time to time which is excellent as we live so far away.”

The staff commented that the manager was committed to making sure the service provided for the individual needs of people. “The agency has a family feel; people add visits to the agency office into their daily routine. It’s a nice aspect of the service that they are welcomed like that.”