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Inspection report

Date of Inspection: 10 January 2013
Date of Publication: 31 January 2013
Inspection Report published 31 January 2013 PDF | 80.92 KB

Overview

Inspection carried out on 10 January 2013

During a routine inspection

We spoke with four staff and they told us that they had received training in safeguarding vulnerable adults. They told us that safeguarding topics were also discussed during staff meetings and during individual supervision.

People's personal records including medical records were accurate and fit for purpose. People were provided with detailed care plan files that contained information about their health and well being and how to raise concerns if they thought they were being abused.

People told us the area managers and team leaders completed a comprehensive assessment of their needs to find out what support they needed prior to receiving care from the agency. Comments included "The area manager visited me with the staff to discuss what I needed help with".

We spoke with three people during our visit they told us "The carers have great personalites are joyful and caring” another person told us “The staff work very hard sometimes they may be late”.

The complaints policy had a stage three process where if people were still unhappy with the response from the provider it would be referred to the area manager or director if complaints were to be escalated. We found the policy did not contain the correct information and contact details it stated if complainants were unhappy with the director’s response they had the right to refer complaints to the Care Quality Commission.