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Archived: Avonwood Manor Home Care Angels

Reports


Inspection carried out on 20, 28 January and 3 February 2014

During a routine inspection

We inspected Avonwood Manor Home Care Angels as part of our planned programme of inspections.

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.

Inspection carried out on 4 March 2013

During a routine inspection

We looked at assessments and care plans for three of the 18 people who used the service and spoke with one person and two family members by telephone. We found that people's dignity and independence were respected. All three people told us how good the service was. One relative said the service was “Fantastic. They do what they say they are going to do and they’re proactive”. Another said “I am very pleased and what’s more important (my relative) is pleased as well.” One person who used the service said “on the whole it is very good”.

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.