We visited Diamond Home Care's Wolverhampton Office on 22 May 2012 in response to concerns that had been raised with us. We looked at the information we had about the agency prior to this visit. We were informed that the service operates from the Wolverhampton office but as the provider has a second location we visited this on 6 July 2012. We spoke with two people that used the agency, two relatives, four staff and the business manager. We also looked at four people's care records, four staff files and other records associated with the operation of the agency.
We looked at people's care records and found that the agency assessed people's needs. Planning of people's care and treatment was not always consistent, and areas of risk to the individual were not always identified. People and relatives told us that they were satisfied with the service they received. People told us that 'staff really good', 'all seemed pretty efficient' and 'overall the odd hiccup but all satisfactory'. They also told us about the times of calls and that they usually take place at the times they expect, and if care workers were delayed they always rang them.
People that used the agency and relatives told us that they had the contact numbers for their social workers and social services, one telling us they had been told to contact them if they had concerns. One relative told us they had received a booklet from the agency that detailed how to raise concerns. They also told us that the 'Agency are very receptive' and said that if reporting 'anything untoward second to none'.
People and relatives were positive about the care worker team, telling us that they were 'Caring', 'pretty efficient', 'All caring people' and 'Most of care staff have a laugh with them, happy and cheerful'.
We saw that the provider's recruitment and selection procedures had improved to address gaps in recruitment checks that had occurred, this so that people that use the service are now better protected.
The provider told us that they had recently been through a period where they had difficulties due to a sharp increase in the number of people they visited. This meant there was an impact on the quality of the service they provided. This had been compounded by the loss of a number of staff including their quality liaison officer.
The provider has informed us what they had learned from the difficulties encountered and have recently employed two senior care workers to oversee the quality monitoring of the agency. This we had been told will improve contact with people that use the service. Part of their job role will be to review care plans and associated care records.