Archived: All Generations Home Care

Below is a summary of what we found. The summary describes what people told us, the records we looked at and what staff told us. If you wish to see the evidence supporting our summary please read the full report.

Is the service safe?

All of the people we spoke with told us they felt safe. One person told us, "I feel entirely safe with these staff."

Safeguarding procedures were in place and staff understood their role in safeguarding the people they supported. Staff were aware of the provider's whistleblowing policy.

Staff knew about risk management plans and we saw people were supported in line with those plans. This meant people were cared for in a way that protected them from harm.

The provider worked well with health care providers to ensure people's health needs were met and they were protected against harm.

The provider had appropriate recruitment systems in place to ensure staff were of good character and fit to carry out their role.

Systems were in place to make sure the manager and staff learned from events such as accidents and incidents, complaints and checks made on the service. This reduced the risk to people and helped the service to continually improve.

Is the service effective?

People's care needs were assessed with them. People told us and we saw evidence that people were involved in their care planning and reviews. We saw care plans were regularly updated.

Where people had complex needs that required the input of specialist health care services, assessments had been made by the appropriate professionals. Their recommendations were carried out by staff. This meant the provider worked well with other services to ensure people's health care needs were met.

Staff were appropriately supported and trained to ensure they effectively met people's needs.

Is the service caring?

People told us they were supported by kind and caring staff. One person told us, "The staff are very kind and caring, they couldn't be better."

People's preferences, interests and diverse needs had been recorded and care and support was provided in accordance with people's wishes.

Is the service responsive?

People were asked their views about the service and the provider acted on comments that people made. One person told us, "The manager is available day and night and you can contact her anytime."

Where care staff had noticed people's changing needs, their care plans were updated to reflect this. We found staff discussed people's care needs with them on a regular basis.

Is the service well led?

We found the provider had a clear complaints procedure and that people who used the service knew how to make a complaint.

The provider had quality assurance and risk management systems in place. We found the registered manager checked that risks were managed effectively.

The provider sought the views of people who used the service. Records seen by us indicated that shortfalls in the service were addressed where they had been identified.

Staff told us they were clear about their roles and responsibilities and understood the quality assurance and risk management systems. This helped to ensure people received a good quality of care. Staff told us the service was well organised and they felt supported by their manager.

We asked four people about their experience of the care provided. Everyone we spoke with told us they were happy with the care they received. People said they were supported by friendly, professional staff. One person said, "The work they do is excellent, I can't fault them."

People who used the service said they felt comfortable with talking to the manager or any member of staff if they felt things could be improved. One person said, "I would definitely recommend them."

Everyone we spoke with told us the communication between the care staff was very good. People told us their wishes were taken into consideration.

The service had a robust complaints procedure in place. Staff we spoke with during our visit were able to explain the complaints procedure and tell us what they would do if someone complained. A copy of the complaints procedure was available to each person who used the service in the service user guide.

People using the service were satisfied with the care they received. They told us the carer's were very friendly and helpful. They said they had no complaints at all and were more than satisfied with the service.

The manager reviewed each person's care documentation on an annual basis. They spoke to the person and their family to make sure the service provided was of a good standard, and was meeting the needs of the individual.

People who used the service were supported by friendly, professional staff.

People who used the service said they felt comfortable with talking to the manager or any member of staff if they felt things could be improved. They all said they were very satisfied with the service provided.