Archived: Age UK East Sussex

The service had a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

Risks to people’s safety was not always fully assessed, and appropriate management plans were not in place. Some of the required recruitment checks had not been completed before staff began work. This included gaps in employment history and evidence of conduct in previous employment.

Staff knew how to recognise the signs of abuse and what they should do to keep people safe and there was a system in place to manage incidents and accidents. There were enough staff to meet people’s needs and each member of staff saw the same people at every appointment. People said staff were always on time, and if there were ever an occasion when staff were unexpectedly held up, they would always phone to let them know.

People were asked for their consent and the registered manager and staff knew about the Mental Capacity Act 2005. This legislation provides a legal framework for acting and making decisions on behalf of adults who lack the capacity to make decisions for themselves.

People had their foot care needs met and staff knew when to make a referral to another health care professional, such as a district nurse or GP. Staff had completed relevant additional training and supervision to help support them in their role.

The service was caring and people gave positive feedback about the foot care they received.

Staff knew about people’s foot care needs and made sure they respected people’s privacy and dignity.

People’s care plans were up to date and regularly reviewed. Staff knew the people they supported very well, and made sure they took a ‘whole person’ approach to the care they provided for people.

People knew how to make a complaint and said they would feel confident to do so if they needed to. The registered manager knew how to manage complaints.

All of the people we spoke with gave positive feedback about the quality of the service. One person said the service was “essential really, as you get older your feet get further and further away”

The provider had an appropriate system in place to monitor the quality of service and make sure they were meeting the requirements of the regulations. The registered manager knew about the culture of the service and the attitudes and values of staff. They also had a good understanding of their role and responsibilities and ensured that staff understood what was expected of them.

We saw that people experienced safe and effective care based on thorough treatment plans and risk assessments that met individual needs.

People who used the service were protected from abuse as they were supported by a staff team who had appropriate knowledge and training in safeguarding adults. People told us if they had any concerns they would report them to a manager or someone in the office.

We saw that the appropriate recruitment processes and checks were made to ensure that the staff team were suitably skilled and experienced to carry out their roles.

The provider had effective systems in place to monitor and assess the quality of the service.

We looked at supporting care documentation; we spoke with the registered manager who is referred to as manager in the report, the quality assurance manager, the coordinator, two volunteers, and three people who used the service.

This told us people had been able to express their views about the care provided, and where possible people who used the service had been involved in making decisions about their care and treatment.

Care and treatment had been planned and delivered in line with their individual care plan.

People's care had been provided by volunteers who understood their care needs and comments received included, ' Very happy,' 'yes happy,' ' I am perfectly happy with the nail cutting service,2 ' Very happy she (the volunteer) is kind and thoughtful,' 'She (the volunteer has been excellent with me,' 'I have been very pleased'.

The provider had systems in place to review the care provided.