Archived: Homebased Care (UK) Ltd - Coventry

People who used the service told us their care and support needs had been agreed with them when the service started. People who were unable to make their own decisions had a family member who acted on their behalf.

We saw peoples care needs had been assessed and were regularly reviewed to make sure people received the care they required. Risks associated with people's care had been identified and were managed appropriately by the service. The care plans we looked at provided staff with sufficient information about the care and support people required to meet their needs and maintain their safety.

We found there was a safe procedure for assisting people with medication and people received their medicines as prescribed.

People we spoke with said their care workers were friendly and polite. We were told that consistency of care workers had improved recently. One person told us, 'In the last few months I've had regular care workers. I prefer this; you get to know each other and build up a relationship.' We were satisfied care workers had been recruited safely and had the necessary skills and experience to work with people using the service.

Records showed the agency had systems in place to monitor the care provided. Everyone we spoke with told us they were happy with the care they received. People said, 'Yes they are all lovely. My main carer is really great she makes me laugh which is a good way to start the day.'

We looked at how complaints were managed. We found people's concerns were listened to and acted on in a timely manner.

We received a report from the provider in October 2012. The report told us what the provider was doing to become compliant and the dates the improvements would be completed.

We re-visited the agency on 11 February 2013 to see what improvement the provider had made. We did not talk with people who used the service during this follow up visit. Peoples experience of the service can be found in the report dated 31 August 2012.

We looked at how calls were scheduled to people and how the provider made sure people received their care at the allocated time. We also looked at the processes to gain peoples views and opinions of the service. We found that the provider had made improvements to the processes for scheduling calls and allocating staff to people who used the service. We also found that the processes for assessing and monitoring processes of the agency had improved. We found the provider was compliant in the outcome areas we assessed.