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Archived: Home Instead Senior Care Also known as Silver Lining Care Services Limited t/a Home Instead Senior Care

This service is now registered at a different address - see new profile

All reports

Inspection report

Date of Inspection: 14 January 2014
Date of Publication: 11 February 2014
Inspection Report published 11 February 2014 PDF

The service should have quality checking systems to manage risks and assure the health, welfare and safety of people who receive care (outcome 16)

Meeting this standard

We checked that people who use this service

  • Benefit from safe quality care, treatment and support, due to effective decision making and the management of risks to their health, welfare and safety.

How this check was done

We looked at the personal care or treatment records of people who use the service, carried out a visit on 14 January 2014, observed how people were being cared for and checked how people were cared for at each stage of their treatment and care. We talked with people who use the service, talked with carers and / or family members, talked with staff and reviewed information given to us by the provider.

We spoke with the owners, the registered manager, two health care professionals, three relatives and a family friend.

Our judgement

The provider had an effective system to regularly assess and monitor the quality of service that people receive.

Reasons for our judgement

We saw that the agency had a number of quality assurance systems in place which monitored the service delivered. All of this information was held electronically. The internal audit team regularly monitored the agency's performance and we were told they would either telephone or visit the office if they thought it necessary or had a concern. We saw from the computer systems that reviews of people's care were undertaken on a regular basis. The manager completed an internal audit/report each month. We saw that from these reports, the manager had identified that people's care plans and risk assessments were not completely up to date. We looked at the analysis of the last quality assurance survey which was sent out to people in July 2013. This survey was carried out by an independent company and the results were very positive, with many compliments given. We saw that any negative results were looked at and an action plan was set up. For example, the agency was in the process of introducing an automated telephone system to record care staff's arrival/departure times from people's homes.

Regular 'spot checks' were undertaken by the manager in people's homes to monitor that the service provided was as agreed in the assessment and care plan. All of the people we visited in their own homes told us they knew the manager well and had confidence in their management of the service. They told us they would have no hesitation in speaking with them. One person who had recently started using the agency told us "I am happy with the service, it's very positive, it's excellent so far. I just like X (the member of care staff)". All of the people told us that the communication with the office was good.

We saw from records that the majority of people who use the service had chosen it themselves as they had control over their own monies. One person told us "I was with another agency - this one is much better. X is wonderful and it (the service) is fantastic. The girls are good". We saw that most new business for the agency came from personal recommendations and 'word of mouth'. Two health care professionals told us that they were happy with the quality of the service given and that "they (the agency) know what they are doing".

Staff told us they felt supported by the owners and manager of the agency and that they received regular supervisions and an annual appraisal. Office staff told us that they had a weekly meeting to discuss their performance and to ensure that targets were being met. Staff told us that staff meetings were held regularly and they felt part of the team.

The office had an 'open door' approach and we saw that some staff dropped in during out visit. We saw that there was a relaxed and inviting atmosphere in the office and staff felt comfortable and welcome.