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East Living - Domiciliary Care Service Outstanding

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Inspection report

Date of Inspection: 31 January 2014
Date of Publication: 25 March 2014
Inspection Report published 25 March 2014 PDF | 76.75 KB

Overview

Inspection carried out on 31 January 2014

During a routine inspection

During our visit we were able to speak with two area managers and the complaints manager at the provider’s head office. We were able to assess the provider’s policies and procedures on care planning, staff training and development, safeguarding and complaints. We were able to read files of one project manager and three care support staff. We visited one home where carers provided personal care.

We saw that people were treated with respect and dignity. We noted that care plans had been written using pictorial aids and that the provider had taken steps that ensured people had been able to input into their respective care support plans.

People told us the care they received was good; they told us they were happy with their care support workers. Comments included that staff were "wonderful" and "I feel I have the best care ever.” Care was provided took into account people's welfare and safety.

People who used the service seemed happy with the care provided. Staff who we spoke with were knowledgeable with regard to the forms of abuse that could occur in people’s homes and knew how to escalate any concern. This ensured people were kept safe.

Staff were appropriately supported and trained before they commenced employment. Training records confirmed that the provider ensured that staff received regular supervision and support.

The provider had a robust complaints policy and procedure that staff and people who used this service were aware of.