Archived: Alston Lodge Community Care Limited

At the last inspection in February 2014 the service was meeting the requirements of the regulations that were inspected at that time.

Alston Lodge Community Care Limited is a domiciliary care agency providing personal care and domestic services to people who live in their own homes. The agency office is situated close to the centre of Longridge in the grounds of Alston Lodge Care Home, which is a sister service. At the time of the inspection the agency provided support for 75 people.

There was a registered manager in place. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

We found the agency had systems in place to record safeguarding concerns, accidents and incidents and take necessary action as required. Staff had received safeguarding training and understood their responsibilities to provide safe care for people.

We found staffing levels were suitable with an appropriate skill mix to meet the needs of people who used the service. Staffing levels were determined by the number of people supported and their individual needs. Also the registered manager had a policy of matching people with specific skills or interest of the people they supported.

People who used the service told us they received their medication at the right time and staff were on hand to support them. Staff undertook related training and completed records accurately. The registered manager risk assessed people’s medication to ensure this was managed safely.

We found recruitment procedures were safe with appropriate checks undertaken before new staff members commenced their employment. Staff spoken with and records seen confirmed a structured induction training and development programme was in place.

Staff received training about the Mental Capacity Act 2005 and associated Deprivation of Liberty Safeguards. Staff also received regular training and were knowledgeable about their roles and responsibilities. They told us they were supported by the management team to develop their skills through training courses and access was good for them to attend training sessions.

Staff who prepared food had completed ‘food and hygiene’ training. Care plans seen confirmed people’s dietary needs had been assessed and any support they required with their meals documented.

We found staff and people who used the service worked together in the planning, review and provision of their care. Care planning was aimed at maintaining people’s independence and ensuring people received the right care and support. One person who used the service said, “They know what they are doing and have a lovely nature about them.”

People supported by the service told us staff who visited them were polite, patient and kind. In addition they told us they were on time and never missed a visit and were professional in the way they provided support and care. Comments included, “Yes all the time the staff are kind and patient with me.” Also, “They know what they are doing and have a lovely nature about them.”

People who used the service and relatives we spoke with knew the procedure to make a complaint. The complaints procedure was available in literature given to people who used the service. Where people had expressed concerns appropriate action had been quickly taken.

The registered manager used a variety of methods to assess and monitor the quality of the service. These included satisfaction surveys, spot checks, staff meetings and care reviews with people who used the agency. We found people were satisfied with the service they received.

Comments we received included:

'They are everything you could wish for.'

'The girls are all brilliant. I could not think of anything to complain about!'

'I am 100% satisfied with everything. No matter what the weather is, you can rely on them to be here. They do anything we ask for.'

'The carers are lovely and the whole thing is managed very well.'

People told us their carers were punctual and reliable. People also confirmed they had carers who they were familiar with and who understood their needs.

During this inspection, we assessed standards relating to the care and welfare of people who used the service and arrangements for obtaining people's consent. We also looked at arrangements for protecting people from cross infection. Standards relating to staff recruitment and quality assurance were also inspected. We did not identify any concerns in the areas we assessed.

'I am definitely satisfied.'

'They are marvellous and the way they care is marvellous.'

'All I can say is that I get first class care.'

'I cannot praise them enough! I am very, very lucky to have them!'

We looked at a number of areas during the inspection, including how the service promoted people's care and welfare and how people were safeguarded from abuse. We also looked at staff training and quality assurance. We found that the service was compliant with all the areas we assessed.