4 October 2017
During a routine inspection
Wem Office is a domiciliary care service provided by Phoenix Homecare and Support Ltd. It is registered to provide personal care to people living in their own homes. There were nine people using the service on the day of our inspection.
A registered manager was in post and was present during our inspection. 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.
Staff had received training in and understood how to protect people from any harm and abuse. Systems were in place for staff to follow which protected people and kept them safe. Staff knew how to, and were confident in, reporting any concerns they may have about a person’s safety.
Risk assessments reflected how care should be provided to the person to minimise any risks to them. These were kept up to date as people’s needs changed.
People were happy they were supported by enough staff to safely meet their needs. Checks were completed on potential new staff to make sure they were suitable to work with people in their own homes.
Staff had the skills and knowledge to understand and support people's needs. These skills were kept up to date through training and staff were also supported in their roles by managers and their colleagues.
Staff asked people’s permission before they helped them with any care or support. People’s right to make their own decisions about their own care and treatment were supported by staff.
People were supported by staff who knew them well and knew their preferences. Staff involved people in their own care by talking to them about what they were doing. People were treated with dignity and respect and supported to maintain their independence to enable them to remain in their own homes.
People and their relatives contributed to the planning of their care and were encouraged to express their views, preferences and wishes in regard to their care and support. People's care was reviewed regularly to ensure the plans in place met their current needs.
People were happy with the care and support they received and gave positive comments about the staff and management at the service.
People knew how to raise concerns and complaints and felt staff and management listened to them. They were happy their concerns were listened to and action taken quickly to address these. They were able to give their opinions of the service through communication with managers.
Managers had created a positive culture where staff worked for the benefit of the people they supported. Staff were happy in their work and were clear about their roles and responsibilities. The provider had systems in place which assessed and monitored the quality of care and support staff provided to people.