Archived: Coventry Community Care Services DCA

We spoke with the registered manager, two team leaders, two coordinators and four care workers during our visit. We spoke with 17 people who used the service, or their relatives to find out their views about Care UK, Coventry.

People who used the service told us their care and support needs had been agreed with them when the service started. People who were unable to make their own decisions had a family member who acted on their behalf.

We saw people's care needs had been assessed and were regularly reviewed to make sure people received the care they required. Risks associated with people's care had been identified and were managed appropriately by the service. The care plans we looked at provided staff with sufficient information about the care and support people required to meet their needs and maintain their safety.

We found there was a safe procedure for assisting people with medication and people received their medicines as prescribed.

Most of the people we spoke with said they had consistent care workers. People we spoke with said their care workers were friendly and polite. People told us,

'They're excellent because the same people turn up and we really need the continuity and the people who come are fantastic.'

'Yes they seem to be doing a very good job. Dad now has regular people so he's very settled.'

We were satisfied care workers had been recruited safely and had the necessary skills and experience to work with people using the service.

Records showed the agency had systems in place to monitor the care provided. Everyone we spoke with told us they were happy with the care they received. People said,

'It's just excellent. The staff are absolutely first class. I've used them for over a year and I've been very well looked after. They make me feel special, they are very good indeed.'

People told us care staff respected people's privacy and dignity. One relative told us, 'They are very mindful of her privacy and dignity. What I like is the way they talk to her even though she can't answer them'. The files we looked at contained care plans that were personalised and included people's preferences. Although people said staff checked their pressure areas there was no record to show that this was happening.

Most people told us they had consistent care staff that stayed long enough to do everything they needed. People said staff took their time and did not rush. People said that care staff did things in the way they preferred and respected their opinions. All the people we spoke with said the care workers were friendly and very polite.

Records showed the agency had systems in place to monitor the care provided and for managing identified risks. People said they were happy with the care they received. People told us, 'I am very impressed. The agency have only been coming a couple of weeks but they seem to know mum really well. They are great with her'.