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Archived: Heath Lodge Care Services Limited

Reports


Inspection carried out on 23 July 2013

During a routine inspection

At the time of this inspection we were informed that the agency was providing personal care to 72 people. We spoke to 11 of these people, or their relatives, and five care workers. We also spoke with representatives of the provider as the agency did not have a registered manager at the time of this inspection.

Every one of the people spoken with told us that their care was personalised to their needs and that they were happy with the service they received from the agency. For example, one person said, "The agency has been good at understanding my needs. They are very gentle and kind". A relative told us, "The girls are lovely and helpful. They do a good job. The agency keeps us informed of changes and treat dad so kindly".

People told us that care workers respected their wishes with regard to the care they wanted. They also told us they had no concerns about the infection control practices undertaken by care workers.

Everyone that we spoke with said that they felt confident that issues would be resolved if raised with management of the agency. For example, one person told us, "I know I can speak to X or X (referring to staff at the agency office) at any time. They are happy to help".

The evidence we gained during this inspection supported the comments made by people and their relatives.

Inspection carried out on 11 July 2012

During a themed inspection looking at Domiciliary Care Services

We carried out a themed inspection looking at domiciliary care services. We asked people to tell us what it was like to receive services from this home care agency as part of a targeted inspection programme of domiciliary care agencies with particular regard to how people's dignity was upheld and how they can make choices about their care. The inspection team was led by a CQC inspector joined by an Expert by Experience who has personal experience of using or caring for someone who uses this type of service.

We used postal surveys, telephone interviews and home visits to people who use the service and to their main carers (a relative or friend) to gain views about the service.

We visited six people in their own homes as part of this inspection and spoke with them about their experiences of the support they had received. We also spoke to the relative of one person who received a service, three care workers, the office manager, the registered manager and a director of the company.

We spoke with 15 people who received a service over the telephone.

Every one of the people spoken with told us that their care was personalised to their needs and that their privacy, dignity and independence was respected. For example, one person said, �They shut my bedroom door when they are helping me to dress even if no one else is in the house. It�s a respect thing.�

Everyone that we spoke with felt that staff were well trained and understood their needs. For example, one person told us, �I think they have regular training. Also when they are new they come out with more experienced workers. I have to be hoisted and they always do this correctly. They make me feel safe.�

People told us that they felt safe and if they had concerns they would speak with a family member, friend or somebody from the office. We noted that all the people we visited in their own homes had a copy of the agencies information brochure that included this information.

Everyone that we spoke with told us that they were happy with the service they received and that in the main care workers were reliable and friendly.

People told us that the agency asked for their views in the form of questionnaires. No one that we spoke with could recall if they had received any feedback from these.