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Scott Care's Medway Branch Requires improvement

All reports

Inspection report

Date of Inspection: 6 August 2014
Date of Publication: 19 September 2014
Inspection Report published 19 September 2014 PDF

Overview

Inspection carried out on 6 August 2014

During a routine inspection

The inspection was carried out by two inspectors. They spent six hours in the office of the service looking at records and speaking with staff. Following on from the visit to the agency office we spoke with relatives, people who used the service and further staff members by telephone to gain their views and experience of the service.

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? and 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. People we spoke with said that they were happy with the service provided and they felt safe in the hands of the staff. We looked at how staff had been recruited and saw they were now undertaking all the required checks to ensure staff were suitable to work with vulnerable people.

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 there were cards and letters received by the service from people expressing their thanks for the care they had received. For example one person had written in to thank the service for �All the care your staff gave my mother�.

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 �many of the carers stay a bit longer than they should to make everything is done�. Relatives we spoke with told us that care was provided in line with assessed care and support 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 personal care, preparing food and drinks and prompting medication.

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.