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Blackpool North, Cleveleys and Fleetwood Home Instead Good

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Inspection report

Date of Inspection: 16 September 2014
Date of Publication: 8 October 2014
Inspection Report published 08 October 2014 PDF

Overview

Inspection carried out on 16 September 2014

During a routine inspection

During this inspection the Inspector gathered evidence to help answer our five key questions; Is the service caring? Is the service responsive? Is the service safe? Is the service effective? Is the service well led? During the inspection we looked at the services quality monitoring procedures, care and staff recruitment records and procedures the service had in place to safeguard people from unsafe practices. The Inspector also gathered information from people using the service by telephoning them.

Below is a summary of what we found. The summary is based on our observations during the inspection, speaking with people using the service, the staff supporting them and from looking at records.

If you want to see the evidence supporting our summary please read our full report.

Is the service safe?

People told us they felt safe and their rights and dignity were respected. They told us they were receiving safe and appropriate care which was meeting their needs. Safeguarding procedures were in place and staff understood how to safeguard the people they supported. The service had policies and procedures in relation to the Mental Capacity Act and Deprivation of Liberty Safeguards although no applications had needed to be submitted. Relevant staff had been trained to understand when an application should be made and in how to submit one. This meant that people would be safeguarded as required.

We found recruitment practices were safe and thorough. This ensured people working for the agency were fit to work with vulnerable people.

Is the service effective?

People�s health and care needs had been assessed with them, and they were involved in writing their plans of care. Specialist dietary needs had been identified where required. Care plans had risk assessments completed to identify the potential risk of accidents and harm. Staff members we spoke with confirmed guidance was provided to ensure they provided safe and appropriate care. We found care plans were flexible, regularly reviewed for their effectiveness and changed in recognition of the changing needs of the person.

Is the service caring?

We spoke with people being supported by the service. We asked them for their opinions about the staff that supported them. Feedback from people was positive. One person we spoke with said, �The service we are receiving is fantastic and is much better than I expected. I feel very lucky to have found them.� Another person said, �I really can�t complain about anything. They meet all my needs and I really like my carer.� The relative of one person said, �I am happy with the service being provided. The support we are receiving has more than matched my expectations.�

People using the service and their relatives had completed satisfaction surveys. Where shortfalls or concerns had been raised these were taken on board and dealt with. People�s preferences, interests, aspirations and diverse needs had been recorded and care and support had been provided in accordance with people�s wishes.

Is the service responsive?

People being supported told us the agency was providing a reliable, flexible service which was meeting their needs. They said the agency was well run, provided good value for money. One person said, "My carer is very reliable. The company looks after her and she looks after me. Things are running very smoothly. They are the best agency that has supported me.� Another person said, �I have found them to be a reliable service. I always have the same carer and I look forward to her visits.�

People knew how to make a complaint if they were unhappy. One person said, �I am happy with the service I am receiving and have no complaints.� The people we spoke with confirmed they had a copy of the agency�s complaints procedure. They told us they knew how to make a complaint if they were dissatisfied with anything. They said they were confident they would receive an appropriate response if they had any concerns about their service.

Is the service well-led?

The service had quality assurance systems in place. Records showed that identified problems and opportunities to change things for the better were addressed promptly. As a result the quality of the service was continuously improving. Staff had a good understanding of their roles and responsibilities. People we spoke with said they received a good quality service at all times.