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Archived: Keystone Healthcare Limited


Inspection carried out on 18 November 2013

During a routine inspection

During our visit, we spoke with the registered manager, one of the company�s director�s, the care coordinator, IT manager, two support workers, one person who used the service and two relatives.

Everyone we spoke with was complimentary about the service and the quality of care provided.

One relative told us, �Keystone Healthcare are excellent and provide all care needed.� Another person told us, �Keystone Healthcare is amazing. All the staff are friendly and know what they need to do. They respond very well to my relative and always get the best out of them.� Everyone told us that they always had the same care staff and they liked the continuity of care provided.

The two support workers we spoke with told us Keystone Healthcare was a good company to work for and they felt the service provided was good. They also told us there were enough staff to meet the needs of the people using the service. They were up to date with their training and told us they felt well supported by their managers.

There were systems in place to manage infection prevention and control. For example staff wore gloves and aprons when delivering personal care. Staff also undertook infection control training and were subject to spot checks and observations to monitor their compliance with procedures.

There were effective systems in place to regularly assess and monitor the quality of service that people receive. For example the agency sent out an annual satisfaction survey to all its users.

Inspection carried out on 5 December 2012

During a routine inspection

We spoke with one person who used the service and four relatives. Everyone we spoke with were very complimentary about the service and the quality of care provided. People told us they felt safe and they had regular carers that always arrived on time. Comments included �very satisfied�, �absolutely delighted�, �very good care, no problems at all�, �no concerns and they turn up on time�, and �all the staff seem very caring�.

We spoke with four care workers who told us Keystone was a good company to work for and they felt confident the service provided was good. Care workers received appropriate training for their role and told us they felt supported. One care worker told us �we all work together, it�s like a little family�, another told us �the managers do a cracking job, they�re on the ball and they�re always there for the service users�.

Inspection carried out on 13 June 2011

During a routine inspection

Prior to our visit on 24 May 2011, the provider contacted a sample of people who use the service to ask their permission for us to contact them by telephone. We spoke to six people who use the service and they all told us that they were satisfied with the service they receive, were treated with dignity and respect and that they had positive relationships with the care workers.

People who use the service told us that they have a care plan, and some of the people said they had been involved in the care planning process. All the people spoken to said that they were offered choices about how their service was delivered.

People are provided with information and contact numbers if they need to speak to somebody at the office or have any concerns about the care they receive. Everybody spoken to said they would speak directly to the care coordinator if they had any concerns. One person who described the service as �marvellous� and �excellent� reported only ever having one complaint which was put right straight away.

People described how new staff shadow more experienced or senior staff until they are confident in how to provide the care or service. People who use the service told us that staff are tidy in appearance, wear a uniform and an identity badge.

People told us that they are sent a survey about every 12 months asking their views on the quality of the service. None of the people spoken to had any concerns with the care they are currently receiving.