The Care Quality Commission

Archived: Four Seasons Home Care Limited

North West House, 77-81 Bank Parade, Burnley, Lancashire, BB11 1UG (01282) 410220

Provided and run by:
Four Seasons Home Care Ltd

All Inspections

31 October 2012

During a themed inspection looking at Domiciliary Care Services

We carried out a themed inspection looking at domiciliary care services. We asked people to tell us what it was like to receive services from this home care agency as part of a targeted inspection programme of domiciliary care agencies with particular regard to how people's dignity was upheld, and how they can make choices about their care.

We used telephone interviews to people who use the service and to their main carers (a relative or friend) to gain views about the service. Overall we spoke with six people using the service. We visited the office to look at records and talk to the person in charge. We also talked to two members of staff.

People using the service said care workers always treated them with respect and called

them by their preferred name. One person said, "They (the care workers) are very respectful and all lovely girls". Another said, "All the carers are very polite and very professional".

People also told us they felt they had sufficient choices in the care provided. They had

been involved in the setting up of their care, and had been offered choices in the times of the visits. There was also some flexibility in the support given according to need. Someone using the service said, "They go more than the extra mile".

People had also been given information about the agency and generally knew what to do if there were problems or changes to be made to their service. Some people we spoke with recalled completing a questionnaire as part of the agency's own quality monitoring system.

Overall people using the service told us they were satisfied with the service. All the people we spoke with praised the care workers. They were described as 'very kind', 'very good' and 'brilliant'. One person using the service said, "They (the agency) have really nice carers". Another said, "They (the care workers) couldn't do any more than they do". One relative said, "They look after her (the person using the service) really well; I can't fault it". Another relative said, "On the whole we are very satisfied, it (the service) covers our needs".

People also told us the service was reliable and they had never experienced a 'missed call'. Some said they had good continuity and consistency of care with a group of care

workers who were known to them. One person said, "I have quite a lot of carers but I know them all". A relative said, "We have a team of carers and know them all". However four people told us they had periods were there were frequent changes of carers and they did not always know who was coming. Three said this had improved following making a complaint, but that senior 'office staff' had not always taken them seriously until a formal complaint was made. This was discussed fully with the manager. She assured us improvements would be made in the continuity of staff teams as recently recruited staff completed their induction, and also that she would address the concerns of people regarding the responses given by office staff.

Staff spoken with told us they felt properly trained and supported. One said, "There is good support, always some one to ring for help and support" and "Everyone was very helpful when I first started". Staff also said communication within the agency was good and that there was an 'open door' attitude to staff contact and support.

18 January 2012

During a routine inspection

All people that we spoke with, both service users and their (family) carers, said that their care workers treated them respectfully and in the right way in all aspects of support, including personal care. One service user said, "They're all so nice". A family carer said, "They treat her (the service user) with respect; they knock on the door and ensure privacy when washing and showering". A service user said, "I have no concerns about how I am treated." Another said, "They're all considerate".

People said they were involved with the planning of their service and recalled being involved in the initial setting up of the service and in subsequent reviews. A family carer said, "They came round to discuss what we needed". Another said, "They monitor things". Someone else said, "We have a care plan in the house and people come to review it". A service user said, "The managers at the office ring from time to time to see how things are going". Some people recalled completing service quality monitoring questionnaires.

All people spoken with, both (family) carers and service users, were satisfied with their service and the quality of care. Family carers made the following comments: "They all do their job properly"; "There are some really decent people"; "We are delighted with them"; "It's absolutely brilliant" and, "She (the service user) really looks forward to seeing them. She really likes one of them and there is a good banter between them". A service user said, "Overall I am very happy with the service". Another said, "They're all so nice". Someone else said, "They're very good and I couldn't manage without them" and, "They all seem to know what to do and check on the notes".

Most said they had a regular group of care workers who they knew. However two said they had a large a group of carers and that sometimes people who they didn't know attended them. The manager agreed to address these issues. One said, "We mostly have two carers who work opposite one another". Most said the care workers were reliable and punctual. One service user said, "They are pretty punctual", and that if they were going to be unavoidably late they ring up and tell them. People also told us their care workers always turned up.

All people that we spoke with said they had a care plan in their home and notes in which the care workers reported on what they had done. People also said that their care was reviewed and that people from the office telephoned and visited to check on their care needs.