The Care Quality Commission
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  • Homecare service

Archived: Complete Care Services Wiltshire Limited

The Red Lion, 1-3 The City, Melksham, Wiltshire, SN12 8DA (01225) 791015

Provided and run by:
Complete Care Services Wiltshire Ltd

Important: The provider of this service changed. See new profile

All Inspections

21 January 2014

During an inspection looking at part of the service

At the last inspection in September 2013 we found people were not protected against the risks of unsafe or inappropriate care. This was because the provider had not consistently recorded how care was planned, delivered and reviewed to meet the individual care needs of people. In addition, the provider did not have effective systems in place to monitor the views of all people and evaluate the quality of service that people received. The provider sent us an action plan to show how they planned to address these concerns. This inspection was to follow up on the shortfalls identified and actions subsequently taken by the provider.

3, 4 September 2013

During a routine inspection

We visited five people who told us the care received was good and they liked staff. People told us occasionally staff did not arrive on time but they were informed when or why people were going to be late.

People told us they felt safe. Staff were able to demonstrate they understood the safeguarding policy and what processes to follow. We looked at records which showed the provider had responded appropriately to safeguarding issues. This included liaising with other professionals in order to protect people from injury or harm.

We looked at how staff had been recruited. We saw individual records were kept for all staff which included evidence references and other checks had been completed.

We looked at how the provider assessed and monitored the quality of the service. We observed care was organised and reviewed differently, based on private contracts with people or through the local authority. We observed staff appeared not to be effectively supported. The providers systems and records were not able to demonstrate how information had been analysed for trends or improvements across the whole service.

18 October 2012

During a routine inspection

People we spoke with told they were involved in how their service was delivered and that they had regular reviews so that any changes in their care needs could be identified. We found that people received a regular and reliable service and this was confirmed by people we spoke with. People told us that they had an opportunity to discuss their care needs to make sure the service continued to meet their needs. We found that people's care needs were assessed and that care was delivered as identified in people's assessments.

We found that care workers were supervised and given the opportunity to discuss any concerns they may have about their work and that the agency monitors staff performance. We found there were arrangements in place to provide care workers with training so that they had the necessary skills and knowledge to undertake their role.

People told us their views about the quality of the service. One person told us, "I am very satisfied with the service, it is very good." Another person told us they had completed a questionnaire and that, "the quality of the service is very good". We found that the agency had made some improvements in their quality assurance but needed to be more robust in seeking the views of people using the service.

20 December 2011

During an inspection in response to concerns

We met with the acting manager, area manager, regional director and managing director of the organisation. We spoke with other staff at the office and looked at records. We spoke with five people who use the service.

People told us they had a care plan and were consulted about their care needs. They said that the staff had the skills to meet their needs and the staff were described as 'all wonderful' by one person and 'quite friendly' by another. Some people told us that they had a late call and one person said they had 30 different carers in the last two months. Whilst some people told us that staff arrived and stayed the full length of time of the visit, two people said that 'timekeeping was not good' and 'staff were not very good at arriving on time'.

We saw some compliments. One person said they had 'been blessed with all the care X received'. They described named staff as 'wonderful', 'dependable' and 'caring'. Another letter we saw stated' What a fantastic team of carers you have there, they cannot be praised highly enough'.

We have been told about concerns and complaints raised with the organisation by two people who receive services and two staff. One person who posted a message on our website told us they were going to complain to the agency. Another person who contacted us said they had complained.

A member of staff with concerns said they had spoken with senior staff at the office and were reassured that the provider would resolve issues. Another member of staff said they were concerned about staffing and rota issues. They said they felt the company was taking on too much work and did not have the staff to cover. They also said that no rotas were made in advance, no information given about people in advance and no care plans written. We asked the area manager to look into this. They disagreed and told us that the manager had contacted that member of staff during the evening to inform them of an additional visit they had to complete the next day and had given information about the person. The area manager also disagreed that staff did not know their duties in advance and said that all rotas for the Christmas period were sent out in advance.

26 April 2011

During a routine inspection

We met with three people at their home and spoke to several by telephone. They all said that the think the agency is good with one person commenting on the benefit of continuity of staff. Another person told us that they were 'personally very satisfied' and that had they any concerns they would have taken the opportunity to talk to us about them'.

People described the staff using various terms such as 'absolutely brilliant' and 'willing to do anything, with a friendly, smiley approach'. One person said they are 'excellent' and another told us that they 'can't find any fault in the staff'.

People spoke about the ability of overseas workers to communicate well with them and everyone we asked said that the notes they write are relevant and they have no objection to what has been written.

One person told us that they have all of the contact details they need in their care folder and that they had an immediate and positive response to a concern they raised in the past. Another person told us that they had complained that they did not like one of the staff and that person has never returned.