All inspections: Glenholme Care Services Limited

We carried out this inspection to review concerns identified during previous inspections carried out in October 2011 and October 2012. Concerns had been identified in relation to the financial viability of the service and we found the management of records was not fit for purpose. At the time of the last inspection the service was in the process of an organisational restructure. Registration of the service following the organisational change is being looked at separately. For further information please contact the Care Quality Commission.

During this inspection we found the service had made significant improvements.

We spoke with two people who used the service, and four relatives. They were happy with the care provided by the service. One person commented; 'I have nice carers. They care about my welfare.' Another person explained; 'I'm very sure of the carers' capabilities and they care for me very well.'

We found records were kept securely and could be located promptly when we asked for them.

We spoke with five members of care staff who were knowledgeable about the care and welfare needs of the people they provided care for. All staff spoken with said they were confident about the service's ability to meet financial demands and to continue to provide safe and appropriate care.

At the time of our visit Glenholme Care Services Limited was undergoing organisational restructure and was in the process of relocating their office base. Due to this disruption the compliance inspection was carried out over two site visits five days apart to enable the manager to gather the information required. In spite of this records requested on the first day could not be located for inspection by the fifth day.

We spoke with six people to gain their views about the service. People spoken with were complimentary about the service with comments such as 'Absolutely excellent' and 'They've never let me down.'

All the people who use the service and relatives spoken with said they were happy with the care and treatment they received. One person said 'They do everything I need them to do to my satisfaction.' People said they were happy with the service and they liked the care staff supporting them. One person said 'If I did have any concerns I would not hesitate to say something, but I have none.'

We found appropriate checks had been undertaken before staff began work. Staff told us the service had improved since the re-organisation and were optimistic for the future. They said there had been some staffing difficulties in the past few months which had been challenging. All staff spoken with said the service had continued to ensure people received the care they needed through this difficult time and were confident things had got better.

One person using the service said 'the carers are excellent' and are more like 'family friends'. Another says the carers are always very 'polite' and will always 'go the extra mile' to make sure they are alright'

Another says the carers are 'very good' and 'nothing is to much trouble' One relative says they are very pleased with the care and support provided and if they have any problems they are 'sorted' immediately . People using the service felt that their care and support needs are met by those supporting them.

People using the service say they like the people supporting them and that they feel safe. One person said if they have any problems at all they just say so and these are 'sorted right away '. One relative said ' staff are very good and listen to what you say' and if you have any concerns they are dealt with immediately'.

Another relative said they have a 'very good relationship with care staff and the manager of the service' and they have any problems they can discuss these at anytime and usually things are sorted out very quickly.

One person said the care staff are very friendly and more like family than carers. One relative says the carers are very polite and courteous and very trustworthy. Another person says they are very happy and pleased with the care and support they receive.

One person said that occasionally carers can be a bit late and sometimes it's a different carer that turns up to support them. Another said that if they don't get on with the carer they can contact the manager and someone else of their choice becomes their regular carer. Another person using the service said they have never had any problems with any of the carers coming to support them.

People using the service said they like the people supporting them. Peoples relatives say they have a good relationship with the manager of the service and if there are any issues they contact the service manager and things are 'sorted' almost immediately.

People said they don't usually have any complaints, however, if they have any concerns they tell staff who deal with it almost immediately. One relative says they have a very good relationship with the manager of the service and if they are not happy with either the care provided or the support workers they speak to the manager who sorts it out right away. They went on to say that this is very unusual as they are usually happy with the care and support provided. One person says they have never had a reason to complain but know who to contact if they have any concerns.

People using the service are happy with the care and support

Archived: Glenholme Care Services Limited

All Inspections

2 May 2013

During a routine inspection

19, 24 October 2012

During an inspection in response to concerns

28 October 2011

During an inspection in response to concerns