All inspections: Guinness Care At Home Cornwall

We spoke with four people who used the service and one relative. They told us that everything was absolutely fine. One person said, 'The carers are always on time and I usually get the same carers, this is good for continuity', 'The carers are never rushed', 'They inform me of any changes to my plan of care'. Another person said, 'I receive good care and I am kept informed'.

Peoples' consent to care had been obtained and documented. We found peoples' views and experiences had been taken into account in the way the service was provided and delivered in relation to their care.

People experienced effective, safe and appropriate care and support that met their needs and protected their rights.

People were protected from the risk of abuse because staff had received appropriate training.

People were protected against the risk if infection because the agency had policies and risk assessments in place. Staff had received infection control training.

Medication policies were followed and appropriate documentation supported the actions of staff in prompting people to take their medication.

Staff were recruited in a robust and professional manner, supported and trained to meet the needs of people who used the service.

Pendennis Domiciliary Care Agency supported people who used the services or others acting on their behalf, to make comments and complaints.

The agency kept accurate and personalised care and support records secure and confidential for each person who used the service.

At the time of this inspection the agency provided a service to 20 older people. Care was delivered by one team leader and eight care staff. This inspection took place over two days. On the first day we visited the agency office where we spoke with the manager and the team leader. We looked at records including care plan files, daily reports and computer records of care workers' timetables and visits carried out. On the second day we visited three people who received a service. We also spoke with four relatives and people who used the service, and three staff, on the telephone.

People received a safe and reliable service that met their needs. The agency was in the process of reviewing and updating every care plan to ensure staff had good information about people's care needs. People told us they received a reliable and consistent service. Care workers arrived on time and never missed a visit. Comments included 'I think they are wonderful!' and 'We know all the care workers very well. They are all very helpful. They always ask if they can do anything extra.'

People were cared for by staff who were supported to deliver care and treatment safely and to an appropriate standard. Comments included 'I am confident the staff are well trained.

The provider had an effective system to regularly assess and monitor the quality of service that people receive. 'Someone has visited to check the care plan and make sure the service is Ok.'

We were told that the service has had a 'bad patch' recently but that improvements are being noticed. People added that the carers often come later than they would like but that they expect that to improve as they now have new management arrangements and that the rotas are being managed from Wadebridge rather than Exeter.

People said that the care staff who visit are generally good and 'know what they are doing'. They said that they are treated with respect and dignity by the care staff.

We spoke with five people who received support from this agency. Many of the people spoke very highly about the service. One person told us about how much the staff made him laugh. He said that staff had to carry out very personal tasks, but treated him with respect. People said that carers generally came on time, and if they were to be late, then they received a call. Some people commented that changes to the rota meant that they did not always get the carer they expected.

We found that people got the care and support that they wanted however, the records and documents that should ensure that care is provided in a consistent manner were poor. Records kept in the office were also found to be inadequate. This meant that the quality and consistency of care was dependant on the individual knowledge of staff.

People told us that they felt confident to raise concerns. People were consulted and consented to care, however the lack of records meant that there was no proper record of any consultation and agreement to the package of care.

Archived: Guinness Care At Home Cornwall

All Inspections

4 November 2013

During a routine inspection

19, 21 February 2013

During a routine inspection

6 October 2011

During an inspection looking at part of the service

17, 28 February 2011 and 14 August 2012

During a routine inspection