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Care4you - City Wide Alarms Good

Inspection Summary


Overall summary & rating

Good

Updated 3 May 2019

About the service:

Sheffield City council's Care4you - City Wide Alarms service is an emergency response alarm service which covers the city of Sheffield. The office is in the Darnall area of Sheffield. The service operates twenty-four hours each day, seven days each week. Support staff respond to alarm calls and aid people in their own homes. At the time of this inspection 8,162 people were registered to receive a service from City Wide Alarms. The service does not provide any planned care, and only provides personal care where this is needed. The Care Quality commission (CQC) only inspects the service being received by people provided with ‘personal care’. Where they do, we also take into account any wider social care provided.

People’s experience of using this service:

People supported by the service and their relatives consistently told us the registered manager, support managers and staff who supported them were nice, reliable, caring and professional in their approach to their work. They spoke positively about the quality of service provided. Their comments included, “They are pleasant and considerate and I couldn’t ask for more,” “I’ve used them a number of times recently and they’ve always been excellent,” “They are a god send,” and “They couldn’t have been nicer when they came. They were very kind and considerate.”

People were safe as risk management plans identified known risks and gave staff clear guidance on how to mitigate those risks. Staff had sufficient understanding of how to identify, respond to and escalate suspected abuse. Staff received on-going safeguarding training.

The registered provider had taken prompt and appropriate action to learn lessons when things went wrong. This included a review of the information kept about people who used the service and a change to the numbers and deployment of the support staff.

Staff had undertaken a good range of training, and this was refreshed regularly. Staff also received regular supervision and an annual appraisal. Staff told us they could speak with the managers at any time and they would listen to them and give advice.

People were supported by staff that encouraged their independence, treated them equally and with kindness and compassion. People told us staff were kind, caring and patient when supporting them.

People said they received effective health care with positive outcomes. They said staff at the service liaised with other healthcare professionals to ensure their health needs were met. We saw evidence of multi-agency working to meet people's health care needs. The service ensured appropriate referrals were made in cases where people needed a higher level of assistance than they could offer.

People said they were consulted with about all aspects of their care and support. They said they could raise any concerns with the management team and were confident they would be dealt with professionally and in a timely manner.

People, their relatives and staff spoke positively about the registered manager. People and staff confirmed the management structure at the service was effective. People's views were regularly sought to drive improvements.

The registered manager carried out regular audits of the service to monitor the service provision. Issues identified during the audits were acted on swiftly and lessons learnt to minimise the risk of repeat incidents.

The registered manager continued to encourage partnership working with other stakeholders and healthcare professionals.

More information is in the full report.

Rating at last inspection: Good (report published on 14 December 2016).

Why we inspected: We carried out this comprehensive inspection slightly ahead of schedule because we were notified about a serious incident in which a person using the service died. We looked at risks associated with this. Further information is in the full report

Follow up: We will continue to monitor the service to ensure that people receive safe, compassionat

Inspection areas

Safe

Good

Updated 3 May 2019

The service was safe.

Details are in our Safe findings below.

Effective

Good

Updated 3 May 2019

The service was effective.

Details are in our Effective findings below.

Caring

Good

Updated 3 May 2019

The service was caring.

Details are in our Caring findings below.

Responsive

Good

Updated 3 May 2019

The service was responsive.

Details are in our Responsive findings below.

Well-led

Good

Updated 3 May 2019

The service was well-led.

Details are in our Well-Led findings below.