Archived: Avonwood Manor Home Care Angels

We spoke with three people who used the service and a family member of the people who used the service. People told us that care workers were always kind, helpful and cheerful. People also told us that care workers stayed for the amount of time they needed and always checked if any other help was required before they left. People were very enthusiastic about the agency and told us, "they (the care workers) are so helpful to me", "I really like this agency", "all the staff are good but XXX is unbelievable. She listens and is compassionate and will do anything for you".

We found shortfalls in the way people's care was assessed, monitored and delivered. People's needs were not fully assessed, and planned for. We also found shortfalls in the way that medicines were managed for people. This placed people at risk of unsafe care.

People were cared for by care workers who were safely recruited.

The agency had no systematic approach to the monitoring of the quality of service provided to people who used the service.

Individual needs were assessed and continually reviewed and care plans updated as a result. People experienced care, treatment and support that met their needs and protected their rights.

We looked at safeguarding arrangements for staff training, talked to three staff and people who used the service and reviewed care plans. We found that people were protected because the provider had taken reasonable steps to identify the possibility of abuse and prevent it from happening. We saw how the provider worked in cooperation with other agencies in order to protect one person.

We looked at staff recruitment records and records of supervision and training. We found that people's welfare needs were met by competent staff who were properly trained and supported.

The provider had in place effective systems to assess and monitor the quality of service which sought people's views and changed practice as a consequence where required.