Archived: Carewatch (Redbridge)

We saw that the agency assessed people's needs including their mental capacity to consent to care, preferences and any risks in relation to their care. People were able to give us examples of how the agency had tailored the service to meet their specific needs. The agency could demonstrate that it liaised effectively with people's health and social services professionals when appropriate. The agency had procedures in place to handle emergency situations.

The agency ensured that new care workers were vetted and received an induction and review when they started to work in people's homes. People using the service said they felt safe with their care workers and had confidence in their skills and training. The provider had a complaints procedure in place. Most people said they knew how to make a complaint. One person told us they had made a complaint and the agency had addressed their concern satisfactorily.

People told us that their care and treatment was planned and delivered in line with their individual care plan which was kept in their home and was available to them. Comments included, “yes they always know how to help me and know what they are doing." People said that they felt safe when the care workers visited them and if they had concerns they would speak with a family member, friend or somebody from the office. One person said, “yes I feel safe with them.”

Care workers told us that they felt supported by management and the senior care workers were always available for advice when needed. A careworker stated, "training helps a lot to do my job." Another said,"they are very good because we get paid on time, get the rota on time and we get good support from the managers."

People said that they were asked for their views about their care and treatment and their feedback was listened to and acted upon.