Archived: Choices Nursing and Care Office

We inspected Choices Nursing and Care Office (Choices) having given the provider 24 hours notice. We talked with the registered manager and the Domiciliary Care Co-ordinator, read people's case files and talked with staff and a person using the service. We examined the complaints procedure. We found that the registered manager and Domiciliary Care Co-ordinator had a good knowledge of their clients and presented as keen to give a good personal service.

Case files demonstrated clearly what tasks were to be performed at each visit. We saw evidence of risk assessments and that care plans had been reviewed. However there was no clear evidence that people had consented to the care they were receiving.

The person using the service told us that it was fantastic and that she had no complaints. Carers always arrived on time and were pleasant and helpful.

We saw that recruitment processes paid good attention to ensuring candidates were of good character and had experience in similar work. However, Choices had insufficient evidence that its staff had receive adequate training. We saw that the complaints procedure had not been updated since 2008 and contained misleading information.