Archived: The Care Bureau Ltd - Domiciliary Care - Stratford- on- Avon

We spoke with five relatives and 26 people who received a service from Stratford Domiciliary Care to obtain their views.

People we spoke with told us they were involved in the planning of their care.

People and their representatives said they were happy with the care provided. We saw care plans on the computer system at the office. These contained individual information about people the service looked after.

Comments received from people included 'I am very satisfied, I get a good service' and one relative said "They have X interests at heart and do what they can."

People told us they felt their relative was safe and would make a complaint if it was

necessary.

Staff told us about the induction programme they had followed before working with people. This was confirmed when we looked at their personal records. Staff had received mandatory training and they told us they had regular opportunities to update their skills and knowledge so that they could meet and understand people's needs.

The agency had undertaken regular quality checks to ensure they provided a good service.

The staff confirmed staff recruitment processes were robust and as such ensured people were cared for by staff that had the appropriate skills and experience. We observed recruitment processes had been robust .

People identified that they had been happy with the care and support that had been received. One comment made by a person using the service was, ' I find the carers who come into my house very good. They are kind, polite and punctual. If I ask them to do anything different they oblige.'

We saw people's needs had been assessed, risks identified and personalised plans of care developed for each person. We saw evidence of involvement of allied professionals to ensure people's ongoing healthcare needs were met. We have asked that the provider may like to note that full information about people's capacity was not seen to be collected for the person whose records we reviewed and another person's individual risk assessments had not been fully completed.

We saw systems in place allowing people using the service and their relatives to communicate their experiences and the care provided. We saw positive feedback had been given about the staff in staff memos. Positive feedback had also been given through the yearly and individual satisfaction surveys we reviewed.