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Archived: Scott Care Limited (Medway Branch)


Inspection carried out on 12 August 2014

During a routine inspection

The inspection was carried out by two inspectors. They spent five hours in the office of the service looking at records and speaking with staff. They spoke with relatives, people who used the service and staff members by telephone after the inspection. People who used the service had a range of needs related to difficulties with mobility, communication and sensory impairment. Some people were experiencing dementia. People were not always able to answer our questions due to difficulties with communication and we spoke with relatives to gather their views.

During this inspection, we set out to answer our five questions; Is the service caring? Is the service responsive? Is the service safe? Is the service effective? Is the service well led?

Below is a summary of what we found. If you wish to see the evidence supporting our summary please read the full report.

Is the service safe?

We found that the service provided by the agency was safe. We looked at how medicines were managed and found that where problems were identified they were addressed. We spoke with the manager of the service and senior staff about the management of medicines and improvements that needed to be made to practice.

We found that they had a robust recruitment procedure that they were following to ensure the people they had employed were suitable to work with vulnerable people in their own homes.

Is the service caring?

People were supported by staff who were kind and attentive. All of the people we spoke with told us that the staff were polite and friendly. We saw cards and letters received by the service from people expressing their thanks for the care they had received. One person thanked the service for �All the help your staff have given me� and a relative said they wanted to thank the service for �All the kindness� they had shown to their family member.

Is the service effective?

We found that most people who used the service felt that it met their needs. People told us that the care was good and one person commented on the willingness of their staff as �They offer to do anything else I want as well�. Relatives we spoke with told us that care was delivered in line with assessed needs.

Is the service responsive?

People�s needs had been assessed before they started using the service. When their needs changed, care plans were updated to reflect what support was required. We saw that systems were in place for reviewing care plans. Assessments were detailed and reflected a range of care needs such as mobility and sensory impairment.

Is the service well-led?

People told us they were able to raise concerns with the manager. We saw that suitable systems were in place to assess and monitor the quality of the service. This included spot checks, telephone surveys and questionnaires for people who used the service and their relatives and monitoring of significant events by the manager of the service.

Inspection carried out on 19 November 2013

During a routine inspection

Our aim is to speak with a representative proportion of people who use the service. We spoke to 16 people who used the service or their relatives. People were very satisfied with the support that they received.

People said that they were involved in their care and treatment. They said that staff respected their privacy and dignity and helped them to maintain or regain their independence. Comments included, �They're very good and very polite'; and �They shave him and bathe him which is really important to him�.

People said that their or their relatives� individual needs were met, that staff carried out the support tasks contained in their plan of care and that the service was flexible. People were very complimentary about the skills of the staff team. One person told us, �It is an exceptional service�, and another person said, �They're really there for me, I've nothing to grumble about and my regular carer is very good and I can rely on her�.

The agency undertook a series of checks when recruiting new staff, but on occasion it did not follow its own procedures.

People said that they felt safe when being supported by staff. Staff knew how to raise concerns with the agency. Staff, did not clearly demonstrate that they knew who to contact if the agency did not act on their concerns. Immediate action was taken to address this.

People were regularly contacted to provide feedback on the level of the service that they received.

Inspection carried out on 22 August 2012

During an inspection in response to concerns

We spoke with people who used the service. They said staff were very good at supporting them. People told us that staff respected their independence. They said �They let me be as independent as I can�.

People told us that they thought there were enough staff to meet their needs and they had never had a member of staff who had not arrived when they were planned to.

People and their relatives told us that they could give their comments and feedback to the service. They said they were able to make suggestions for changes whenever they wanted to.