Archived: Middlecross Resource Centre

We looked at a sample of five support plans and associated records. The plans contained information about the times care was to be delivered and instructions on what to do. The files contained completed daily care notes which had been checked and reviewed by the manager during observational checks.

Medicines were handled appropriately. The manager told us people who used the service obtained their own medication from the pharmacist and their care workers prompted, assisted or administered them if required to take their medicine at the right time.

We saw staff had received appropriate training and professional development. We reviewed three staff files and staff training certificates. The manager was able to demonstrate that training was monitored and up to date. The provider had a training matrix which was reviewed regularly. This meant they could effectively monitor the training of staff.

The service had undertaken a customer satisfaction survey in September 2013 and we saw 11 forms with positive responses. The questions covered for example, people's opinions of; their experience of the service, if their dignity was respected and if their choices and preferences were taken into account.

People spoken with confirmed that they were consulted and involved in planning their care. They told us they were able to express their views and were involved in making decisions about their care. We spoke with three care staff who told us that peoples' care plans and risk assessments are placed in a file which is kept in people's homes. Staff told us that the care records had guidance on how people's needs should be met.

People spoken with and their relatives said they had no concerns about the service. A person who used the service commented 'I have no worries or concerns. One relative told us 'My relative is happy with the people who provide her care and she trusts them.' Another relative explained 'Although I live some distance away I am confident that my relative is being cared for and is safe.'

The provider may find it useful to note that all three care staff spoken with commented on regularly having extra calls added to their schedule. This may lead to people who rely on the service not receiving the care they require and may also lead to increased sickness levels for staff.